Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
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).
QBR CSM Goals
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!
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?
pre filled custom CTA
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.
How do you capture associated contacts listed in a CTA?
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!
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?
Report on CTA Origin
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.
Duplicate Opportunities, trying to get the date with the max value
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?
Have you tried the direct email from the CTA yet?
No, I am not talking about Email Assist. I am talking about the ability to send an email from the CTA without applying any playbook. It is wild! [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190605at10-04-34PM-2fd8351b-6596-4aa3-bb3b-560ab8e286ff-882212030.png[/img]Blew my mind! [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/10-c00a67ab-3f9c-45b9-b727-9f111d00d843-1448630133.gif[/img]
CTA owner override
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.
CTA attachments report
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!
Risk CTA Priority Definitions
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!
Closing CTAs: Why does Gainsight require that all playbook tasks are completed?
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
Ideas for tracking risk mitigation activities and results.
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?
Is it possible for the linked Contact on a CTA to sync with Salesforce?
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!
ANNOUNCEMENT: New Admin Webinar Training Sessions
We're excited to announce a new interactive series of Administrator training webinars. These sessions are intended to help new Gainsight Administrators get up-to-speed, as well as to enable experienced Administrators to maximize the value of their deployment. [b]Who should attend? [/b]If you are responsible for building business rules, setting up dashboard reports, or configuring new Gainsight features, these classes are meant for you. Webinars are 60 – 90 minutes long, depending on the topic, and whenever possible, include interactive practice exercises. Each class will be offered once a month, as long as there is interest. [b][url=https://support.gainsight.com/hc/en-us/articles/205089548-Gainsight-Administrator-Webinar-Training-Sessions]Read Class Descriptions & Signup[/url][/b]
Formatting in a CTA
Formatting in a CTA description field consistently gives me issues with formatting. I open a new CTA - go to the description field - attempt to add text and it doesn't allow me the opportunity to type...at all...I have no idea why. I close the CTA and go back in - same experience. It doesn't allow me to copy and paste text in either. This happens randomly and I don't understand what causes it. I can show you firsthand and also have a screenshot of what it looks like when I FINALLY can add text - you can see it cuts it off. Frustrating :( [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170227-45201-1tsbcg0-CTA_Issues_inline.png[/img]
Syncing Contacts from Tasks or CTAs in Gainsight to Salesforce
I was wondering now with the Summer Release, is it possible to add a contact to the "External Attendee" field when creating an Activity and Task in Timeline, if that contact will sync when the task logs in SFDC and populate the "Name" field? I thought it was supposed to be part of the release but it does not seem to be working. I also wanted to confirm whether or not adding a contact to a CTA in Cockpit will sync with SFDC and have that contact populate the name field. I saw that it might be part of the Fall Release but wanted to make sure. Thank you!
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