Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 370 Posts
- 1,202 Replies
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!
Hi! I have this issue that arises on some automated CTAs, where the pre-populated comment section repeats itself until the text field runs out of space. I'm not sure how to correct this. It occurs with normal text that I have typed in during the rule creation, happens with tokenized fields as well. See screenshots: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ctacomments-643d5937-cf7e-464d-99ea-bb6289fae093-1469757121.png[/img] Is this a bug? Or did I do something wrong with my rule setup?
Apparently the NXT instance of Gainsight allows you to create a [url=https://support.gainsight.com/Gainsight_NXT/04Cockpit_and_Playbooks/02User_Guides/Create_Manual_Calls_to_Action_(CTAs)_and_Tasks#Create_Recurring_Event_CTAs]"Recurring" type of CTA[/url]. Can we get this into the SFDC instance as well? It's pretty annoying since at the last Gainsight conference, it was said there would be feature parity between the two instances but there is one that is clearly benefitting from better feature implemenation.
We're looking at refining the QBR goals of our CSMs now that we have Gainsight. I'm curious of the goals that you have for your teams. Here are some examples of goals we are considering: % Completion of QBRs Higher tiers: Goal of executing 100% of your QBRs on a quarterly basis Lower tiers: Goal of executing 85% of your QBRs on a quarterly basis X number of QBRs per quarter Thanks!
Hi - We would like to create a series of templates for CSMs to use with their clients as needed. Right now, creating a series of playbooks that contain the templates looks like the best option. However, there are a few challenges: 1) Playbooks need to be associated with a specific account. One recommendation to work around this is to create a generic account and associate the template with this account. The challenge is ensuring that the emails are associated with the right account in our reporting. 2) You can only fire an email once from the playbook. So, each time an email is used, another CTA would have to be created with the playbook or the playbook would have to be replaced in order to use it again. Has anyone else built this out in an effective way and addressed these challenges? Thanks, Elizabeth
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?
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.
Good Morning- Our SVP of CS has tasked me with determining the completion percentage of all our currently deployed playbooks. The problem with this request: When CSMs close out a CTA, Gainsight asks "Should we change the status of all open tasks to Closed for you?" This forced closure of all open tasks eliminates a pathway to determine which tasks are completed which eliminates our ability to: 1. Determine which steps are actually useful 2. Determine if all CSMs are completing all steps for a consistent client experience 3. Identify missed opportunities for training/enablement/enhancements. Why does Gainsight force close all playbook tasks? Is there a setting I as the admin can change to allow CTAs and playbooks to be closed without all the tasks being completed so we can do analysis on usage? Thanks -Jim
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.
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!
I feel like someone posted about this already but I can't seem to find it. I'm troubleshooting some CTAs and I can't seem to pinpoint HOW they were created. I know the rules that are SUPPOSED to create the CTAs I'm looking at.... but the account that has the assigned CTAs don't match the Rule criteria at all..... So I'm stuck because our CSMs have these CTAs that WEREN'T supposed to be triggered and I can't seem to troubleshoot as to how they were created. Is there some way we can create a report to see HOW and WHEN CTAs were created - essentially something that shows the origin of the CTA: created via rule (with rule name), created from Survey settings CTA, etc. There are so many CTAs and it would nice to quickly see where they originated from.
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?
We've recently implemented a risk CTA process to better track customer risks. This is working great for analyzing what risks are currently open, but to expand on this process, our leadership team is asking for a way to track what actions our CSMs are taking to try to address these risks and then untimately what worked to fully mitigate the risk. We're using timeline for general updates, but it isn't really condusive for reporting on these activities. We're considering a custom drop down field on the CTA object or Risk specific closed status' but want to get some additional ideas/feedback before we just start adding fields! Anyone have risk mitigation reporting/best practices to share?
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
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!
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
Watch this fun DIY video from Karl Rumelhart, Gainsight's Chief Product Officer, where he demystifies join types in bionic rules' merge tasks! In the first few mins., he reviews the four types of joins available, and then he demonstrates an example of how to identify which customers don't have any CTAs using joins in a merge task. [video]https://player.vimeo.com/video/259732612[/video] For written details on join types, click [url=https://support.gainsight.com/Product_Documentation/Rules_Engine/Admin_Configuration/Join_Types]here[/url]. Got a topic you'd like to drop some knowledge on? Record your DIY video and share it in the Community! More details [url=https://community.gainsight.com/gainsight/topics/share-your-diy-video-tutorials-on-the-community]here[/url].
I've created a rule where i want to find the max value in an opportunity and use the date on that opportunity to update the Customer object Renewal date. However, on some accounts there are two opportunities that fit my filter criteria. I'm putting in the Showing Area - the Max value for the Opportunity and the Close Date. However, when i pull in the close date, it always uses the most recent close date when i go to assign the customer info objects vs. using the close date on the opportunity with the Max value. How can i get the Close date from the opportunity that has the max value if there is more than 1 opportunity that pulls in for my criteria?
I have a customer that has a rule creating a CTA but assigning to the "default owner" rather than the account CSM initially. We now see that the rule has executed recently and during the run the rule results sheet is fetching the owner as expected, the actual owner of the CTA is still showing as default owner. [b]This is the concern of customer.[/b] The answer for this is, as per the code/design, when a CTA is created either via rules/manually. And if we have similar setup to update the same CTA, the system will update only the priority, status, name and comments sections. Though if there are any changes to the owner field, it will not override the existing owner. The owner will remain same. Want: The customer would like the rule to also update/override the owner field as well.
I'm working with a customer who would like to run a report on any CTAs that have file attachments. I wasn't able to find the data object that I could use to create a report to show this. Is this a report that can be created and used in either dashboards, C360 or ad-hoc contexts? Thanks!
I was wondering if there was a way this up in Gainsight (or Salesforce). When a CTA is created with a linked contact and then that CTA syncs to the Salesforce "Call to Action" object, that we could have that linked Contact also populate in the salesforce record? I was trying to edit the layout of the Call to Action object and there was no option for "Contact". I am just curious into why this field wouldn't be included, seems to be relevant that the contact associated with the CTA also sync with the Salesforce log. Especially when the default pushes "CTA Type" and "Reason" which are CTA specific fields. Not sure if there is a workaround on this or if this is just not supported. Thanks!
The CTA detail view is highly customizable. Admins can add Account/Customer Info fields to the detail view to display and collect information from their CSMs directly in Cockpit, without having to navigate out to the SFDC Account page. And using linked objects, you can link other objects (such as Case, SFDC Opportunity, Milestones, etc.) to the CTA, and create miniature forms. These forms can help save your CSM's time! For some ideas to help you get started creating CTA forms, check out these new resources: [list] [*][url=https://support.gainsight.com/Training_and_Videos/Training_Videos/Create_CTA_Forms_Using_Linked_Objects_(video)]Create CTA Forms Using Linked Objects[/url] (5 min. video) [*][url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Examples_and_Tutorials/Create_CTA_Forms_Using_Linked_Objects]Create CTA Forms Using Linked Objects[/url] (written instructions) [*][url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Ad
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at firstname.lastname@example.org and we'll help you get started from where you left.
Else, please continue with the registration below.
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.