Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
How are you using tasks within a playbook?
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?
Edit task in playbook
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?
CTA Tasks: Map the correct status to SFDC
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?
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?
Enable Creation of Recurring CTAs in SFDC Version of Gainsight
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.
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
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.
Tasks vs Playbooks vs CTAs vs Success Plans
CTAs, Tasks, Playbooks, and Success Plans are closely related, but are distinct features with their own use cases. We get questions from administrators, CSMs, and others, so I wanted to help people understand how they work together. First, let’s take a quick look at a flow chart that helps to set up the big picture: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190730at12-32-35PM-e06d53d1-e6bd-4bf0-82ba-371113c62001-1532252897.png[/img] So these four features have a lot to do with one another - that’s for sure. But let’s zoom in a little to observe each element’s distinct qualities. Let’s start with [url=https://support.gainsight.com/Cockpit_and_Playbooks/Admin_Guides/Intro_to_Cockpit_and_CTA_Configuration?mt-learningpath=configurecockpit][i]CTAs[/i][/url], as this is the one thing the other three features have in common! A CTA (Call to Action) is a “to do” that can be created manually by a user, or automatically by the Rules Engine. OK great! CT
Is there any way to trigger some another playbook if Owner of CTA gets changed ?
Consider example, Playbook "A" has one CTA as "Playbook A-CTA" and the owner of that CTA is "ABC". Now, if the the owner of the CTA "Playbook A-CTA" gets changed from "ABC" to "XYZ". Then it should Trigger Playbook "B".
How do you use Priority?
Good morning fellow Gainsight Admins! We currently use High, Medium, Low priority for all CTA Types. We are condiering adding a 4th Critical Priority based on discussions about Issue Management. We aren't sure the 4th priority is particularly necessary and realized we don't have robust definitions for the existing 3 Priorities. That brings me here, how are other Customer Success Teams using this feature? [list=1] [*]Do you have more than 3 priorities? [list=1] [*]Do you have different priorities based on CTA Type, or are they the same accross the types to make it easier for CSMs to group their work? [/list] [*]Are you using the Important flag? How can that be used with or in place of additional Priorities? [*]How do you define your priorities? [/list]Thanks for sharing your expertise!
Enable CTA Reasons to be Dependent on CTA Type
When selecting a CTA Type, only populating CTA Reasons that are relevant to the CTA Type when creating a CTA would be helpful so that users don't see all CTA Reasons at once. If a user creates an Opportunity CTA, having CTA Reasons that are risks (e.g. Bug Risk) doesn't make sense for users to see, and complicates their view. If there was an ability to tag CTA Reasons dependent on CTA Types so that only tagged reasons for the selected CTA Type show up, it would help make the selections clear to users. I believe tagging Reasons should be multi-select, for those that may apply to multiple CTA types.
Assigining a playbook to a Salesforce report
Hello, I would like to get some feedback on what would be the preferable option to the following process. I have created a list of accounts whithin saleforce using report. I would like to assign a gainsight playbook to those accounts in the report exclusively. How should I go about it? Best, R
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]
Is it possible to add attachments to a CTA?
Hi all, I am looking into if Gainsight has the ability to attach a document to a CTA. I saw [url=https://support.gainsight.com/Cockpit_and_Playbooks/Admin_Guides/01_Configure_CTA_File_Attachments]https://support.gainsight.com/Cockpit_and_Playbooks/Admin_Guides/01_Configure_CTA_File_Attachments[/url] but it looks like that is for the CSM to add an attachment after the fact. That is not our use cause. Example: Executive Business Review is sent to the CSM - Can we attach a sample EBR agenda that the CSM can review? Potential workaround could be to have the sample agenda be a task within a playbook but wanted to see if anyone else has done something similar. Thanks! Joe
Type/Reason best practices
We're very new to Gainsight (launched less than 2 weeks ago) and are struggling with the best way to set up CTA types and reasons, hoping people have some advice. Is it better to limit CTA reasons to specific CTA types, or leave them as global? I'm having a hard time divining what our reporting needs will be 6, 8, 12 months from now, and it seems that it's extraordinarily difficult to change your CTA type/structure later, as you can't delete or deactivate any types or reasons that are in use by a CTA. We're fresh enough in to this that we could go either way, but I can imagine how hard it would be to try and move all your global reasons under specific CTAs 6 months later when there are hundreds or thousands of CTAs using those reasons. Part of what's tripping us up is that CTAs made off time-line entries all default to type "activity" and don't have a reason unless you go back and add one later. There's a fear that if, for example, w
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!
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