Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 350 Posts
- 1,175 Replies
In the ‘email assist’ tokenization of a CTA task, we can pull through a number of valuable fields based on records related to the ‘Call to Action → Assignee’. For example, ‘Call to Action → Assignees Manager (Formula: JBCXM__Assignee__r.user_manager)’ allows us to pull through the name of the manager of the user assigned to the CTA. This type of lookup is not available at the Task Owner assignment configuration and we’d love to see this happen. Task Owner options - does not include ‘Call to Action → Assignee’ options, only this ‘CTA Owner’ option: Background: To bring in additional fields to use during email assist we have a number of lookup fields from the User Profile of the Assignee of the Call to Action. This is great because we can pull through and tokenize things like the Assignee’s first name, their manager, and that user’s custom booking link. Call to Action → Assignee Call to Action → Assignee First Name (JBCXM__Assignee__r.FirstName) Call to Action → Assignee Manager (J
Hi everyone: I’m interested in learning how some of you came up with your Success Plan objectives. By way of background: we’re an on-prem fintech company with zero in the way of telemetry of our client’s product usage. Think accounting and trade order management software for asset managers and like. I’m looking to launch Success Plans for a group of long time Tier 1 clients. The reasons aside from the obvious tie to enhanced ‘white glove’ type service, deeper client understanding and hopeful support of tough renewal conversations to defend our solutions’ ROI. I’ve done a fair amt of reading online as well as via Gainsight about Customer outcomes tracking. It’s all very conceptual vs concrete. Onboarding is obviously not a ‘thing’ for this group of active clients. Instead I’d like to identify a list of annual objectives jointly created with our CSM and the client that have some level of measureable outcome which would help solidify customer success as well as hopeful referenceability.
Our executives would like to be able to see a list of upcoming business reviews that are scheduled. We have a rule that fires the CTA, but there's nowhere to record when, where, and with whom a business review will be held. I've tried using a timeline activity and logging it for a future date, but we don't have a way to pull in the account name in a report of timeline activities, so no help there either. How are others tackling this?
Hi Team, As per the recent release, For NXT, we have fixed the closed date field issue with respective to Call to Action object, However, can we show the exact timestamp as well, for the closed date, i.e like exact Date + UTC timestamp, this would be very helpful for invetsgiating issues and also for the customer.
I am working with a customer to roll out success plans. They have discovered that the Objective CTAs show up in cockpit inherently. Could we add a global filter to exclude these from Cockpit from the admin section? They are concerned about all of their users having to create custom views to exclude the objective CTAs. Another solution(under consideration - [url=https://community.gainsight.com/gainsight/topics/global-filters-for-cockpit]https://community.gainsight.com/gainsight/topics/global-filters-for-cockpit[/url]) could solve this issue if we allowed Admins to push out views to all users.
Since this is such a common use case, I believe there has to be a better way to accomplish this. I’m building out an Executive Business Review CTA. We want the CTA to trigger 6 months from the original customer date and then continue every 6 months thereafter. The logic I have in place looks like: 6 months after Customer date OR 12 months after Customer date OR 18 months after Customer date and so on I see this setup as inefficient since more OR arguments will have to be added as our customers become more mature. Would love ideas on how to restructure the logic in a better way!
When I initially setup a playbook, I created a series of tasks within it. The tasks are sequences of events that a CSM might do to verify early engagement/adoption. Eventually, I’d like to have our scorecard data be more robust to tell the adoption story, but for current time, I need the team to look across systems to review this. Currently I have a Welcome Playbook that has three tasks. Send Welcome Email Review Usage - Day 7 Review Usage - Day 21 As you can imagine, one happens right away, the others in the weeks that follow. The issue that I’m having is that the ordering in the cockpit is being driven on the playbook completion date, rather than the next task’s due date. From what I can tell, this is not adjustable. Which leads to my question - how are you all using tasks in a playbook, if the CSMs aren’t seeing “today’s tasks” as the top of their Cockpit? Or - has anyone solved for the cockpit sorting issue?
Hi Team, Currently when an email is sent via the playbook using CTA, We don’t have the option to switch the versions of the email template. The email template is using the default version and there is no option to switch the versions. Is there any plan in the future to implement this option ?
Hello, The “All CTAs” name is very misleading as it actually shows only All Open CTAs due to the default configured filter: Open = TRUE. Default filter : Is Open = true is not necessary in the "All CTAs" Cockpit view. Is there any way the admins can have the permissions to remove/disable it? When I try, a custom view gets created which I don't want. Rather, the filter should be removed for all users always. Is it possible to configure it? Thanks, -Sarthak
When manually assiging a CTA or Task to someone, it would be very useful if we could leave a note for the person. This would allow us to explain why we’re assigning it to them and to provide additional info if needed. Currently, to accomplish this, it would be a tedious 8-step process of leaving an ‘’Update’’ activity in the Customer’s Timeline. Example: From Cockpit, click on the CTA. On the right-hand-side CTA menu, click on the Timeline tab. Click on + and select the Update activity type. Enter notes and include a Subject. Click on Log to finish. Click the Assignee photo Choose the new assignee Assign all tasks
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?
I have a playbook in which I am modifying tasks. In the task there is a Owner component which I want to fill as CSM. However, I get two options for CSM: 1) relationship->CSM, and 2) company->CSM. Could you please advise what is the difference between the two and which one should be chosen?
In Gainsight's most recent v5.11 Winter release, we introduced the option to create and close CTAs within Adv. Outreaches. In the 3-min. video below, Abhishek Sivaraman from our product management team explains how to use the new feature. More information is available [url=https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/Configure_Model_and_Emails_for_Advanced_Outreach]here.[/url] [video]https://player.vimeo.com/video/257995911[/video]
I want to set the Open and Close Milestone mapping on CTA configuration to none or null, because we do our own milestone mapping via rules. I cannot do that manually so I had to call support to ask them to do it. THis should be an available option to admins. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/image001-ce5fabf6-f147-4714-8a68-6033357a4a33-5046065.png[/img]
Really stuck on this one and have not been able to find the right answer anywhere! Right now we have our Gainsight CTA Tasks syncing to SFDC as an open activity. Once closed in Gainsight, the task status in SFDC is showing as an old status we no longer use: “CC Declined”. I want the status to show as “Completed” since that is a closed tasks status in SFDC. I’m not sure why it shows as CC Declined, it is not a default anywhere. How do I ensure that when a Gainsight task syncs to SFDC that it shows the status I want?
Our CSMs would like to group CTAs by this "next renewal date" field we've implemented into the cockpit view. however, when the grouping is done, it doesn't sort the groups chronologically whatsoever, it groups them correctly but the groups are just all over the place.
We're going to be rolling out the gainsight account widget to our sales team next month. We want to give them some insight into open CTAs (specifically Risk CTA Types). I know they can filter to show these on their own, but aren't really familiar enough with CTAs and what they should be looking at. Is there a way to set a default filter or default custom view but still allow them to adjust as needed?
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?
Hey All, I've got a customer that would like the ability to track each time a CTA due date is changed. Basically, they change the due date frequently and just want to be able to see how many times it has been done already so that they don't kick a CTA to the wayside too many times. I understand that this might be a Salesforce limitation, but I'm wondering if anyone is aware of any way to accomplish this? Thanks, -Tom
Cockpit views - Why would a CTA appear in the C360 and R360 cockpits but not on the homepage cockpit
I have tried removing all cockpit filters from the homepage cockpit view and no luck. This only seems to be hapenning with manually created ctas, yet some manual ctas appear on the homepage cockpit and some don't.
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