Cockpit & Playbooks

Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.

  • 370 Posts
  • 1,202 Replies
S
sstone
started this topic

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...
  • 23
  • 8
lila_meyer
Rank
lila_meyer
started this topic

Join Types in Merge Tasks Made Easy

Watch this fun DIY video from Karl Rumelhart, Gainsight's Chief Product Officer, where he demystifies join types in bionic rules' merge task...
  • 9
  • 0

370 Posts

A
Shoshin
aoneillShoshin
asked in Cockpit & Playbooks

Tracking Success Stories and Use Cases

Does anyone use CTA’s for success stories or use cases? Or is there another way to do this that you recommend?

4
A
Shoshin
1 year ago
N
nicholas_poteatRegistered User
asked in Cockpit & Playbooks

Where is NRU data?

Hello, does anyone know where I can view the weekly NRU data in Gainsight? I am in the SFDC version. Also, why some health score tiles have no measure at all and only say 'NA'?

2
N
1 year ago
J
Veteran Rookie
johnnyVeteran Rookie
asked in Cockpit & Playbooks

Unable to reorder CTA groups. Any ideas on how to achieve that without removing everything?

( ^ This is for the SFDC version) Unable to rearange groups in Administration / Cockpit / CTA / Detail view layout configuration / CTA tab without removing and readding everything.Usecase: someone requested we add another group at the beginning of the CTA type and we have 13 groups already present.There is no way to shift the newly added one to the top. (attached , you can see the UI buttons available in the right side which point to delete + fold/collapse group)  

0
J
Veteran Rookie
1 year ago
S
Gainsight Employee: Rookie
SrikanthGainsight Employee: Rookie
asked in Cockpit & Playbooks

Can we show "Associated Persons" directly in CTA instead of showing them after clicking on "More Details"

Hello Team,Currently we do not show “Associated Persons” in CTA layout directly.If we want to view them, we need to click on “More details”.Can we show it directly on the layout.Thanks & Regards,Srikanth

0
S
Gainsight Employee: Rookie
1 year ago
A
Shoshin
aoneillShoshin
asked in Cockpit & Playbooks

RISK CTA Playbook

Does anyone use Risk CTA playbooks for common risks? has the been effective at your company?

0
A
Shoshin
1 year ago
davebrown2242
All Star
davebrown2242All Star
asked in Cockpit & Playbooks

Calendly appointments to create CTAs

Hello GS Admins,Anyone have any luck/success with automating Calendly (or similar booking software) appointments to create CTAs or log to Timeline in Gainsight? Goal is to surface this info somewhere in Gainsight. BlackLine’s Accounting and Finance conference Beyond the Black is coming up in Mid-November and the team is leveraging Calendly — without admin consultation — to book potentially 500+ appointments with CSMs/AMs over the 3 day conference. Any suggestions welcomed on how to get data online using basically email addresses (assuming they are a contact) & date (to set due date or token in comment) for each event. Trying to figure out how to land this plane that is already cruising at 30,000 ft. Happy Thursday & Thanks in advance. PS- Feel like this may become an Idea as well for a very useful integration use case :)

5
W
1 year ago
cmultanen
All Star
cmultanenAll Star
asked in Cockpit & Playbooks

Report on Timeline Activites Created from CTAs?

Is it possible to report on Timeline Activities that are tied to a specific CTA? For example, for an Implementation CTA, it would be cool if we could see all the Timeline Activities that are created from that CTA and then do stuff like sum duration of time. 

4
heather_landgraf
Veteran Rookie
1 year ago
S
Gainsight Employee: Rookie
SrikanthGainsight Employee: Rookie
asked in Cockpit & Playbooks

Can we give an option to edit start date in a CTA

Hello Team, The Use case in below.One of the customer want to create a CTA and want to start it later.In the present case, start date is populated with created date of CTA.Can we do that.

1
G
Gainsight Employee: Veteran Rookie
1 year ago
T
Shoshin
tim.forstenhaeuslerShoshin
asked in Cockpit & Playbooks

When creating a success plan, no easy way to navigate back to customer profile

Feedback from out team:When creating a success plan, there is no way of navigating back to the customer profile, which is very time consuming as we have to navigate back to the customer profile in case further information is needed. Would be amazing if there was an option to allow us to jump back and forth more easily

0
T
Shoshin
1 year ago
R
Veteran Rookie
ralucagorbanescuVeteran Rookie
asked in Cockpit & Playbooks

Conditionally add tasks to playbooks

My CSM team would like to have a playbook task be added conditionally (triggered) if a specific action does not happen within x number of days.The specific use case is: if a call is not scheduled within a week (task not closed), then add another task to that same playbook (w/ email assist) to reach out to the customer for a follow up.Thank you for your consideration.

0
R
Veteran Rookie
1 year ago
colin_burns_c26524
colin_burns_c26524Registered User
asked in Cockpit & Playbooks

How do you run your red account/risk customer calls?

For your red account/risk customer program, who runs it? Is it run by Success, run by Operations/Finance, run by Sales? What level owns it? Do you run it it via the Cockpit or a Gainsight dashboard? Just curious how others run theirs.

4
K
Shoshin
1 year ago
R
RossMRegistered User
asked in Cockpit & Playbooks

CTA Best Practise

Hi all, Is there a “best practise” or guidance for how many CTA’s are created by account?Understanding there are lifecycle stages, customer segments and other factors to consider I am wondering if less can be more and or there is a “too many” number that can refocus the CSM to admin and maintenance tasks. ThanksRoss

1
bradley
Grand Slammer
1 year ago
A
Shoshin
amandatelfordShoshin
asked in Cockpit & Playbooks

Assigning a playbook / CTA to multiple customers at the same time

Is there a way for a user to create a CTA and attach a playbook and then assign it to multiple customers at one time? I saw a thread about having to manually add success plans to customers and the rules engine was the suggestion.  However, I just created 75 of the same CTAs for 75 different customers.  If I could have created one CTA and told Gainsight which customers to add it to, that would have saved me a LOT of time. 

1
matthew_lind
MVP
1 year ago
S
Gainsight Employee: Shoshin
Syam SunderGainsight Employee: Shoshin
posted in Cockpit & Playbooks

Update the Due date of the CTA according to Due date of the Task

Hi Team,If we change to Tasks due date in the Gantt Chart view then we are not getting the prompt the user to update the new date of the corresponding CTA. Please refer to the screen recording: https://share.getcloudapp.com/P8u61dZ2.Thanks & Regards,Syam

2
A
Gainsight Employee: Shoshin
1 year ago
ablnsj
Veteran Rookie
ablnsjVeteran Rookie
asked in Cockpit & Playbooks

Issue with Success Plan Objective Template

Team,Has anyone experienced an issue with Success Plan Objective Templates, when adding a template and to a success plan we are having to refresh the screen in order to view the objectives/CTA’s that are populated. As you can imagine this is a huge issue for our CSM’s just hoping to get clarity and hoping it is a bug that is being addressed. 

2
ablnsj
Veteran Rookie
1 year ago
C
Shoshin
Chae StewartShoshin
asked in Cockpit & Playbooks

CTA Owner Mismatched with Task Owner

Hi All - So far this has only happened once that I know of, but I want to understand why so I can hopefully prevent it from happening in the future.Setup is as follows:Rules Engine triggers CTA, which triggers a playbook and its tasks. In the RE rule, I’ve set the CTA owner to be the company CSM (Company ID>CSM>CSM GSID). In the playbook, I’ve set the owner of all tasks to be Company>CSM.Problem context is as follows:Yesterday, a CTA was triggered, kicked off the playbook, and correctly assigned the playbook to the CSM. However, all of the tasks within the playbook were assigned to the Default Owner as designated in the rule.Anyone have ideas on why this might have happened?Thank you!Chae

0
C
Shoshin
1 year ago
S
Gainsight Employee: Shoshin
Syam SunderGainsight Employee: Shoshin
asked in Cockpit & Playbooks

Update the Due date of the CTA according to Due date of the Task

Hi Team,If we change to Tasks due date in the Gantt Chart view then we are not getting the prompt the user to update the new date of the corresponding CTA. Please refer to the screen recording: https://share.getcloudapp.com/P8u61dZ2.Thanks & Regards,Syam

1
S
Gainsight Employee: Shoshin
1 year ago
R
Gainsight Employee: Shoshin
RebeccaTriptiYGainsight Employee: Shoshin
asked in Cockpit & Playbooks

Cockpit Config - Custom Views

Hi,   Cockpit Config - Custom ViewsIs it possible to add a User lookup field with filter as Current User in Custom Views? Because only All Users and Other Users options seem to work in the filter. Not Current User option.Thanks for helping,Rebecca.

0
R
Gainsight Employee: Shoshin
1 year ago
A
Gainsight Employee: Shoshin
abhi1289
asked in Cockpit & Playbooks

Ability to extend the character limit on rich text field especially on Success Plan object

On behalf of customer,  on success plan object, there are several rich text fields that are editable by end users. Ability to increase the Max Character Length of some of Success Plan fields (which were set at 200 characters).

4
H
Gainsight Employee: Rookie
1 year ago
N
nicholas_poteatRegistered User
asked in Cockpit & Playbooks

CTAs automatically keep falling off Cockpit

I had a user write in saying “CTAs automatically keep falling off my Cockpit. They get aligned to the original creator automatically.” Does anyone have any possible fixes for this? Thanks.

1
heather_hansen
Grand Slammer
1 year ago
G
Gainsight Employee: Veteran Rookie
gschardanGainsight Employee: Veteran Rookie
asked in Cockpit & Playbooks

Edit the CTA view when selecting link from report

When clicking the CTA link from a report it brings you to a Cockpit view for that CTA, but you are unable to edit the fields that are available in that view. I would like the user to be able to see fields without having to click into the detail view.I have checked in the Administration > Call to Action section to modify and there is no “+” button on the view to add fields.  Is this a default view that is unable to be changed? If it can be modified, where is that option?  

0
G
Gainsight Employee: Veteran Rookie
1 year ago
ky_powell
ky_powellRegistered User
asked in Cockpit & Playbooks

can you embed surveys into Email assist?

Can you put a survey into a email assist task?

11
haleylund
Shoshin
1 year ago
A
Gainsight Employee: Rookie
Amrith82Gainsight Employee: Rookie
asked in Cockpit & Playbooks

Gainsight tool for Zendesk Setting Owner As System Administrator

Hi Team,Before upgrading to Gainsight NXT environment, the Gainsight tool in Zendesk which allows Zendesk users to create Gainsight CTAs had left the owner field as Blank but now since Customer(Phorest) has upgraded to NXT, the tool is setting the CTA Owner as System Administrator. User do not want this to happen and the owner field should be left blank. Is there a way to achieve this or this is expected. Refer to the below screenshot.https://share.getcloudapp.com/wbu8P2qG

4
J
Shoshin
2 years ago
G
Shoshin
GainsightAdmin123Shoshin
asked in Cockpit & Playbooks

Need an option to add all the contacts of company in the "Associate Persons" while creating a CTA Action in the rule

Currently we are able able to add only one Company Person from Rule. But manually we can add multiple Company persons in the CTA associate person.Could it be possible to add a few set of company persons based on their role? RegardsRaju Panyam  

0
G
Shoshin
2 years ago
Jelle
Shoshin
JelleShoshin
asked in Cockpit & Playbooks

CTA from cockpit in c360 does not allow to change month

In Google Chrome, when trying to create a CTA out of the cockpit on any C360 page, altering the date beyond the current month is impossible. This seems to be a rendering / UX issue, enabling/disabling scrolling does not have any effect to this. Currently, we use the workaround to zoom out to 90%, which shows the monthly navigation. Currently on Chrome Version 96.0.4664.45 (Official Build) (x86_64)

0
Jelle
Shoshin
2 years ago

Register for Pulse Europe 2023

Terms & ConditionsCookie settings