Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 371 Posts
- 1,203 Replies
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
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
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!
We are trying to keep our objectives higher level and longer term- as designed. However, many of the CTAs that result are directly related to the objectives. Is there a way to tie them somehow? It would be helpful for presenting to the customer the activities that were completed over the past quarter for each objective as well as the result.
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?
I was just testing the new Google Calendar integration for cockpit. It seems like you can only manually add CTA's to your calendar when an automatic sync is configured. If I switch the automatic sync off, I no longer get the option to manually sync a CTA. Is that correct or am I missing something?
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.
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
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!
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 ?
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
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
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.
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?
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?
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?
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?
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.
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
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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