Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 354 Posts
- 1,177 Replies
CTA Tasks: Map the correct status to SFDC
Really stuck on this one and have not been able to find the right answer anywhere! Right now we have our Gainsight CTA Tasks syncing to SFDC as an open activity. Once closed in Gainsight, the task status in SFDC is showing as an old status we no longer use: “CC Declined”. I want the status to show as “Completed” since that is a closed tasks status in SFDC. I’m not sure why it shows as CC Declined, it is not a default anywhere. How do I ensure that when a Gainsight task syncs to SFDC that it shows the status I want?
Tasks vs Playbooks vs CTAs vs Success Plans
CTAs, Tasks, Playbooks, and Success Plans are closely related, but are distinct features with their own use cases. We get questions from administrators, CSMs, and others, so I wanted to help people understand how they work together. First, let’s take a quick look at a flow chart that helps to set up the big picture: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190730at12-32-35PM-e06d53d1-e6bd-4bf0-82ba-371113c62001-1532252897.png[/img] So these four features have a lot to do with one another - that’s for sure. But let’s zoom in a little to observe each element’s distinct qualities. Let’s start with [url=https://support.gainsight.com/Cockpit_and_Playbooks/Admin_Guides/Intro_to_Cockpit_and_CTA_Configuration?mt-learningpath=configurecockpit][i]CTAs[/i][/url], as this is the one thing the other three features have in common! A CTA (Call to Action) is a “to do” that can be created manually by a user, or automatically by the Rules Engine. OK great! CT
Field to be Mandatory upon Closing while CTA creation
Hi Team, Cutomer has set mandatory fields upon close under the CTA Type. The issue we are seeing is if the CTA is created manually and the status is put into Closed during the creation process it doesn't generate the error message that these fields are required. Thanks,Abhishek
Enable CTA Reasons to be Dependent on CTA Type
When selecting a CTA Type, only populating CTA Reasons that are relevant to the CTA Type when creating a CTA would be helpful so that users don't see all CTA Reasons at once. If a user creates an Opportunity CTA, having CTA Reasons that are risks (e.g. Bug Risk) doesn't make sense for users to see, and complicates their view. If there was an ability to tag CTA Reasons dependent on CTA Types so that only tagged reasons for the selected CTA Type show up, it would help make the selections clear to users. I believe tagging Reasons should be multi-select, for those that may apply to multiple CTA types.
Is there a way to refresh the cockpit after completing a few CTAs, without using 'right click > reload'?
What's best practice for refreshing your cockpit after you've completed several CTAs? Should we be using 'right click > reload' or is there a better workflow? Or is best practice to work a CTA from the c360 > cockpit page?
New CTA Window Doesn't Load Completely
Hi Friends!We have a weird issue and were not sure if its something in our Org or happening to others…When some CSMs create a CTA (either via Cockpit or R360) the new CTA window loads, but doesn't load all the way. We don’t get any options for CTA types and we cannot go forward with creating the CTA. If you just hit cancel and try it again, you usually get the same issue. To resolve it, you have to refresh your entire browser (ick) We brought this up to Support and they said its a cookies/cache issue and we just need to make sure we clear it regularly. We have done that and still randomly experience this issue. Has anyone else experienced this or is still experiencing this??? Thanks!Andor
How to fire a cta when a task is closed - automatically.
We are creating modular playbooks and all of them start with 2 or 3 of the same tasks. We would like to create one CTA with these tasks (assess situation) and then decide which CTA we should fire based on that assessment. Not all possible CTA/Playbooks will be fired, only the ones associated with a close task. For example: one task could be called “Perform workspace audit” and when closed, we fire that specific CTA/Playbook. Another task could be called “Implement Access Policies”. we have about 5 scenarios, which would mean we would have 5 different tasks that could be closed and 5 different CTAs/Playbook would fire. Is that possible and how? Or maybe someone has a different way of implementing such a use case... Thanks! Lyne
Syncing Contacts from Tasks or CTAs in Gainsight to Salesforce
I was wondering now with the Summer Release, is it possible to add a contact to the "External Attendee" field when creating an Activity and Task in Timeline, if that contact will sync when the task logs in SFDC and populate the "Name" field? I thought it was supposed to be part of the release but it does not seem to be working. I also wanted to confirm whether or not adding a contact to a CTA in Cockpit will sync with SFDC and have that contact populate the name field. I saw that it might be part of the Fall Release but wanted to make sure. Thank you!
pre filled custom CTA
Hi, We collect monthly data related to our customers thru our CSMs. It would be great if in the custom CTAs would could have the option of pre-filling the fields with the current value of that specific field. The CSMs will then be able just to update the values without starting all the time from scratch. Thanks.
How do you capture associated contacts listed in a CTA?
We are looking to do a Post EBR survey and specifically target the contacts listed as "Contacts" that were associated to the EBR CTA. I am sure this data lives somewhere, but not seeing it on the native "Call to Action" object. Thanks for everyone's help!
Enable recurring CTAs for other CTA types (not just lifecycle/event)
Currently, the ability to set CTA as recurring is limited to event/lifecycle CTAs. Many Gainsight customers use custom CTA types, and would like the ability to create other types of recurring CTAs (for example, Activity is often used for internal activities) Can you add the option to enable other CTAs to be recurring? This should be a setting set by the admin
Email Notification for New CTAs
Is it possible to have new CTAs trigger an email notification (real time, daily, weekly)? In our org, our renewals team gets a lower volume of CTAs, so they're not in the habit of logging into the tool everyday. I would like to be able to trigger a notification (or daily digest) for this group of users only.
Ability to track CTA Due date changes
Hey All, I've got a customer that would like the ability to track each time a CTA due date is changed. Basically, they change the due date frequently and just want to be able to see how many times it has been done already so that they don't kick a CTA to the wayside too many times. I understand that this might be a Salesforce limitation, but I'm wondering if anyone is aware of any way to accomplish this? Thanks, -Tom
Unable to edit Reason via Mass Edit for some reasons
Hey all,I’m trying to clean up some of the Reason options for our CTAs, and I’ve noticed that when I try to perform a mass edit Reason, it doesn’t work for all of our CTAs.I’ve included entity type as a filter, to enable reason as an option, and some update as I’d like, but many do not.Since there isn’t a proper error log for mass edits like there are for rules, I don’t really have much to go on. I don’t see any rhyme or reason to the ones being left out. There’s a variety of sources, types, and statuses.Anyone have a thought on this, or a consideration I might have overlooked?
Tracking top support cases by contact in account
Hi team - I have a request from one of our teams to keep tabs by account of those that call in often into our support queues (phone, email, chat). This is all done in cases so I'm thinking in the least just throwing another report type within the case view but I'm curious if anyone has anything that could be more actionable? For instance if someone is calling in a lot, then create a CTA for the CSM to take a look. I haven't been able to wrap my head around how that could be done.
Cockpit: Task not closing when alternate closure status set
We have created some additional CSTask settings in our environment. In addition to OPEN we have [list] [*]Closed - Complete [*]Closed - Incomplete [*]Closed - Not Applicable[/list]When I set the Status on a Task to "Closed - Complete" the Task closes and a strikethrough is placed on the task name in Cockpit as expected. When I set the Status on a Task to either "Closed - Incomplete" or "Closed - Not Applicable" the strikethrough is NOT placed on the Task name in the Cockpit as I would expect so the Task still appears to be open from the Cockpit view. I opened a support ticket and was told the following: "Unfortunately only one of these 'Closed' options can be set as the one that actually closes the CTA. This is setup to prevent confusion in reporting and documentation. This can be adjusted in the Cockpit Configuration under the Administration tab." I am assuming he misspoke and said CTA when he meant Task, but it raises a good point. We also have three [b]CTA[/b] clos
Email Assist - "Email Template" dropdown menu is cumbersome to use
When adding an Email task to a Playbook, it is currently rather difficult to search for the correct Email Template via the dropdown menu. The drop down menu does not sort templates alphabetically, by date updated, or any seemingly logical manner. I have hundreds of Email Templates located in CoPilot. Even with very organized naming schemes, it is frustrating to locate the Email Template I want to use via the dropdown. Can it be listed alphabetically, by template update (newest > oldest), or even better - include a search option?
Cockpit: Create a Comment field at the Task level
Our CSMs would like to have a Comment field added at the Task level (similar to how it is at the CTA level) as there is often reason to capture notes or link to an external document related to that particular Task, especially if there is a need to explain circumstances around the closure of an individual Task.
Pre-fill To and CC fields with Email Assist / Email Template / CTA Email Task
Is there a way to pre-populate both Contacts and Users in the To and CC fields of an email when launched from a CTA's Email Task / using Email Assist? [b]Use Case: [/b] We serve K-12 Education, both schools and districts, and we are typically targeting our communications to people filling particular roles such as Principal, Teacher, IT Contact, Buyer, and so on. It would be a time-saver for our CSMs, when managing their CTAs, if when they click "Validate Email" that the email template appears with Contacts and Users pre-populated based on certain criteria that our admin would build into the template itself or something. [b]For example: [/b] The To field would pre-populate with any Contact on the Account or its Parent Account (...because we have Schools that live under Districts in the Account Hierarchy and we might need both levels...) where the Position field value includes "Principal", "Administrator" or "Buyer." And the CC field would pre
Cockpit View Not Staying
According to the [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/04_Create_Custom_Views_in_Cockpit#Custom_View_List]Cockpit FAQs[/url], Cockpit view are sticky. From what I understand, once we choose a specific view it will always use that view until it's changed. I've chosen the My CTAs view and even created a custom view but it keeps reverting back to the All CTAs view when I refresh. Is there a special way to make my view "stick"??
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