Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
Support Dependent picklist values as same in Salesforce on Cockpit
Hi Team,If we add the controlling and dependent picklist fields of salesforce to the cockpit linked object data then in the dependent picklist values are not working as expected as same in salesforce.Below is the scenario: The customer reported an issue that the Risk CTA Type has a linked object to Opportunity(SFDC) from NXT and they are displaying several fields on the Opportunity tab. Two of those fields are picklists and one of them (#1 At Risk Reason) is dynamic based on the other (#1 At Risk Category) but on the Opportunity tab, it is not displaying any values. We are not supporting the dependent picklist as of now for SFDC linked objects. Thank you.
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
How to dynamically assign task owner on ad hoc playbooks?
How can I dynamically assign task ownership to a CSM’s manager when configuring tasks in a playbook? We have Manager as a User ID field on the User object and usually I can get to it when reporting off of the Company object, but I can’t find it when trying to assign the associated Manager to a playbook task.
CTA 'Reason' field in Success Plan Objectives?
Hi brand new GS user and admin here. Objective: Leverage Success Plans to, once selected, automatically create multiple CTAs for touchpoints (QBRs & monthly check-ins). All CTAs should have ‘reason = QBR’ or ‘reason = Monthly check-in’ Issue:When I’m in Admin → Success Plans → Success Plan Type → Configure Templates → Add Objective, I see multiple fields (see Add Objective screen shot), but I don’t see the same ‘reason’ field from CTAs, which I need so I can report on the number and status of QBRs and monthly check-ins. Ask:How do I get the CTA ‘reason’ field in a Success Plan Objective? If this isn’t possible, what is the best way for a user to create multiple predefined CTAs? Example of Objective where I want to add in the ‘reason’ field from CTAs. Example of the ‘reason’ field that I’m looking for:
Adding a Logo Image to a Success Plan
Hey Gainsight Fam! Our CSMs are in the process of UAT for Success Plans they want to share with customers. They would like to ultimately be able to brand them them to our company colors (I entered this as an idea) but the immediate ask is to be able to add a logo at the top of the success plan page. Is this supported? Has anyone else done this with success? Any thoughts are appreciated!
Playbook task best practices: schedule a customer call or hold a customer call?
When building out playbook tasks, we could choose to have a task for “Schedule customer call” or “Hold customer call” -- the former being checked off as complete when scheduled, the latter being checked off when the call is completed. We don’t want to have both “schedule call” and “hold call” tasks to avoid task annoyance, but I keep going back and forth on which one is better to include in a playbook. Scheduling a call is outside of my control as a CSM, as we use Calendly. If the customer books directly through Calendly, I think it would be annoying to check that task off myself. On the other hand, a CSM is already logging a call that they have in Timeline, so checking off a task of holding a call seems redundant. Thoughts?
"Waiting on customer response" CTA status
Do you employ a “Waiting on customer response” status type for CTAs? Is this recommended, or is there another way to organize CTAs that are pending a customer response? Any best practices to be aware of when considering implementing this status type? This is to support CSMs in better cockpit organization.
Optimization Around SFDC Task Sync For Playbook Tasks Marked for Sync
Posting on Behalf of a customer. To help better make use of SFDC resources and to avoid the Apex CPU Limit error, it is desired to be given the option to create the related SFDC Tasks at a latter scheduled time. That way important CTAs that needed to be created through a rule doesn’t fail to create. Optimization around the current triggers related to the Task creation process would also help as well to reduce the SFDC resources used.
Task 'Status' order not saving when edited
I am running into an issue with the Task ‘Status’ pick list options. When grabbing the dots to the left of the status name and re-arranging the display order the changes appear to stick, but upon reloading the page they have gone back to how they were before. Any ideas on how to fix this?
Update a task date and close it automatically
Hello all,we are on the sf.com version of GS still. We’d like to update the due date and close the task of a long playbook once the implementation is done. We were hoping to use a rule to load to CSTASK but that action does not show up. Alternatively, I cannot add CSTASK in my Rules Load Actions settings.As anyone needed to update the due date of an existing task automatically? If so, how did you do it?p.s. I know that I could split the playbook/CTA in half and start the second half with the implementation being done… And I might have to do that if we cannot find how to update a task… Thanks!Lyne
How to create custom dependent picklist/dropdown for CTA Type ?
Hey , I want to create a custom dependent dropdown named Subtype and this should be dependent on CTA type. I created the categories and also tried to create dropdown custom field for CTA type but unfortunately i am unable to make CTA type as controlling and sub type as dependent ? is this possible. Need some help pelase
Ability to Update Bulk CTA's using CTA API
Currently the CTA API does not allow for bulk updates. Only 1 CTA can be created/updated using CTA API. Since there are chances that 1 record in Salesforce will contain multiple CTA’s in gainsight, it will be good for allowing bulk updates via API. This will also help us to automate many manual tasks that are now possible only using Mass Edit.
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
What happens to a playbook task if the customer has no CSM assigned?
Hi everyone,we’re starting to implement Playbooks and we have a couple of them where the owner is Customer > CSM. So my guess is that the Task is created in the queue/timeline of the CSM, when a customer triggers a playbook.My question is: what happens if the customer has no CSM assigned (like Light Touch ones?) Should we create a parallel playbook to manage those accounts in a different way? Thanks!
Owner Field options not populating in Rule to create CTA
I’m creating aJourney Orchestrator to send a CSAT post onboarding to our customers. At the end of the journey, I’ve created a CTA to let onboarding managers to send manually the CSAT if customers did not respond. I’ve an issue with the owner field of the CTA: nothing is populated. I can’t select anything. Can you help me with this? Thank you
New Enhancements in Cockpit as part of Gainsight 6.22 NXT release
The following are the three new enhancements as part of Gainsight NXT 6.22 release in Cockpit:Increased limit of CTA Types: Admins can now create up to 50 custom CTA Types per entity. At GLOBAL level, admins can add 45 CTA Types, apart from the five pre-configured Gainsight CTA Types. Admins can also view the count of active and inactive CTA Types. Previously, a maximum of 20 custom CTA Types was allowed by Gainsight. Ability to Create CTAs only if the Previous is Closed from Rules Engine: In the Create CTA Rule Action Type, Gainsight has now made an enhancement to avoid triggering of CTAs based on the same event. In the Rules Engine > Create Rule > Setup Action > Call to Action 2.0 action type, when the admin selected “Create CTA once in” X days checkbox, the system triggered CTAs after X+1 days irrespective of the previously triggered CTA’s status (open/closed) due to which the CSM’s Cockpit page was piled up with several CTAs based on the same event. To overcome this situa
Question. Is there a document on how to get a NEW Custom Object to Link to a CTA?
Hello!In re-envisioning a process that our CSMs currently, I came across the article “Create CTA Forms Using Linked Objects”. Reading it….this would answer a lot of our questions, and address some issues. However, while I figured out how to create the new Custom Object in SF - I can’t seem to figure out how to get GS to see it as an option to Link my CTA Type to. Is there another document/guide that I’m missing to fully see this setup? Thank you all!
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