Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 333 Posts
- 1,140 Replies
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.
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?
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
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.
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
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!
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
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!
I’ve noticed this weird issue after the recent upgrade to Gainsight NXT I’m unable to paste any plain text from the clipboard to the rich-text fields in Gainsight NXT. It will allow me to paste any pre-formatted text but does not allow “Paste as plain text” or Paste any text copied from a notepad (i.e. plain-text format) Also a Ctrl+Z does not work to Undo any activity within the rich-text box. What changed? how can this be fixed?
Our team has a pretty solid risk CTA process in place. The one area we’d like to fine-tune is the use of high/medium/low priorities. We’d like to have some consistency with how these priorities are used for better insight/understanding of workload at the management level and to streamline how these risks are handled following CSM transitions. Does anyone have detailed definitions as to what criteria a Risk CTA should have to fall into each priority level? Are these defined for your teams, or are they really a personal ‘feel’ based on the individual CSM? Any examples/input are appreciated!
Hi everyone, Keen to hear your thoughts please on this use case and how best to handle it? We use Journey Orchestrator to manage our low-touch renewals, sending several letters to customers when they are due in X days. Majority of these are low touch/low value so we don’t want to allocate resources unless at risk or need to take action should they fail to renew. Currently we have one risk CTA automatically flagged 2 weeks prior to the renewal date if the customer still hasn’t renewed - this is giving us heads up (and feeds into the health score), but at this point there may not be any action. I’d like to extend this by 2 further tasks/actions when the following happens:customer fails to renew and now they are overdue - 30 day termination notice served internal notice to start suspending serviceIndeed I could have three CTAs handling this process but is there a way to include these 3 actions in just one CTA? I would envisage this would need to work like this:Customer is due in 2 weeks
Scenario is as follows. CTA is created with user 1 as the owner All tasks are assigned to user 1 except for 1 task which is assigned to user 2 User 2 completes their assigned task in the CTAExpected: User 2 should no longer see the CTA in their cockpit view since their task was completedActual: The CTA still shows as an open CTA for user 2 in cockpit even though they are not the owner and the only task they were assigned has been completed.I’ve tried using filters to remove this from view but it seems that if you have a task in the CTA, you have some form of ownership in the CTA. Is there anyway to remove CTAs you don’t own where your tasks are completed tasks assigned to you from the Cockpit view?
Hi everyone! I am currently investigating if we can create Playbooks that appear differently depending on the selection. An example could look like this: Playbook: New Business Owner Type of Business Owner → IT / Communication → Based on this information different tasks are included in the playbook. I would be happy to explain further if my query is unclear :)
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
Has anyone been able to setup an import of webinar/meeting attendees from WebEx, On24, etc… where you create a CTA with the Contact attached? I am being asked on the possibility of auto generating CTAs for accounts that have attended specific events for follow-up - But cannot think about how to get the contacts (they will be valid contacts on the account) auto-attached to the CTA. Thought I would toss it out here if anyone has good resources or suggestions. Thanks! DB
Hi Team, We have custom implementation related to tasks and timeline. One of my customer would like to create a new activity type called opportunity and display the list of the related opportunities of an account in a drop down, when creating the task. Here, we want to associate with a salesforce opportunity when we sync the task to salesforce. Is it possible? Best, Hardik
I’ve added couple of editable rich text areas on my CTA layout and I would like them to be made mandatory at closure. However, when CSMs create a new CTA, the boxes are presented with a pre-filled word “undefined” (see image below). This destroys the whole purpose of making this mandatory at closure, because users can close the CTA without even attempting to edit those rich text areas. How can we solve this?
We are making some changes to our statuses, and as I was trying to inactivate some of the current ones, I noticed that there's a limitation that it can't be in use on a CTA. I think this makes sense for any statuses that don't close the CTA, but for ones that do, I'm not sure that should be a limitation. Ideally, I wouldn't have to move the CTAs in the closed status that I want to deactivate because I want to still be able to report on that status historically. With a process change, it's not longer a valid option for the CSM moving forward, but it was valid prior to the process change, and I'd like the data to reflect that.
Hello Gainsight Admin Community! A common use case we encounter with customers is how to trigger a CTA for accounts that haven’t had a Timeline Activity in the last 30 days.This post will help you with a step by step guide to create a rule for the same.Configure these simple 6 steps and your rule is ready to schedule! -------------------------------------------------------------------------------------------------------------------------- This rule helps to trigger CTA if there is No Timeline Activity in the last 30 days or if there is No Timeline Activity at all for any accounts. To start building your rule, navigate to Administration -> Rules Engine -> +Rule ---------------------------------------------------------------------------------------------------------------------------- STEP 1: STEP 2: Fetch all the account details having activities in the last 30 days. You’ll want to ensure you have included the Account ID (SFDC or GSID depending on your Gainsight version). The
Hey, We recently enabled the GS to SFDC task sync, which works well, but we’d actually like to limit tye type of tasks that sync into SFDC, to only have renewal-related tasks synced. Is that something that can be done? Because I don’t see an option to apply a filter to the sync but perhaps I’m missing something. Thanks!
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