Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
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
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
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).
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?
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
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
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)
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.
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?
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:
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.
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?
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.
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
"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.
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