Cockpit & Playbooks

Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.

  • 354 Posts
  • 1,177 Replies
S
sstone
started this topic

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...
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lila_meyer
Rank
lila_meyer
started this topic

Join Types in Merge Tasks Made Easy

Watch this fun DIY video from Karl Rumelhart, Gainsight's Chief Product Officer, where he demystifies join types in bionic rules' merge task...
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354 Posts

naquiyah_cash
naquiyah_cashRegistered User
asked in Cockpit & Playbooks

Can you flag a CTA to lets say a Product Manager who has a view only license?

Just wondering If lets say a CTA was created on a product issue and a CSM wants to highlight it to the Product Manager who doesnt really need to be in GS on a daily basis but could use the cockpit on meetings or just have a look at the product issue asks and fixes to plan for the roadmap of the product. Can they get this flagged CTA on their view only license? and if so how would they see it? Or could they signup to get notified via email? Just wondering the view only license use case. Thanks Naquiyah

4
yossi_truzman
7 years ago
martin_krhner
martin_krhnerRegistered User
asked in Cockpit & Playbooks

How can I trigger a CTA when automated Health Score dropped by 10?

Hi there, what's the Best Practice to trigger a CTA when Health Score dropped by 10 (for instance)? The CSM who is in charge of the respective account should be assigned to this CTA. I tried to build a rule, but didn't get it so far. Another thing I realized: When creating a Report with ReportBuilder I can instantly see a change in health score in current and previous score field, but in Rules Engine Previous and Current Score remain the same score over all accounts. What am I doing wrong? Thanks and greetings from Berlin! Martin

4
sai_ram
Grand Slammer
4 years ago
angela_domenichelli
All Star
angela_domenichelliAll Star
asked in Cockpit & Playbooks

CTA File attachment size limit

A CSM wants to know if there are any limits to the files (size or number) that can be attached to a CTA.

4
dan_ahrens
ACE
4 years ago
lokeshraovn
lokeshraovnRegistered User
asked in Cockpit & Playbooks

copilot cannot be seen even after adding copilot permission to user

I have added the user and  permission  on the copilot permission administration page refreshed the page on cockpit , but i still do not see the copilot options in the left chevron I have logged out and and logged in, cleared browser cache and restarted the browser as well but still cannot see the copilot any ideas on what i'm i missing here

4
lokeshraovn
6 years ago
ben_daniels
ben_danielsRegistered User
asked in Cockpit & Playbooks

Possible bug in new UI - Cockpit - Tasks

In my cockpit view I'm noticing that a lot of the tasks are not updating properly in the view. For example a CTA will have 2/5 tasks completed however in the list view it only shows 1/5. This is happening for multiple CTAs.

4
ben_daniels
6 years ago
samantha_braastad
Shoshin
samantha_braastadShoshin
asked in Cockpit & Playbooks

What is the default timeframe for look at closed CTA's within a customers C360?

When viewing the cockpit within a customers C360, how far back can you see closed CTA's? Is this adjustable? 

4
samantha_braastad
Shoshin
5 years ago
manmeet_dosanjh
Shoshin
manmeet_dosanjhShoshin
asked in Cockpit & Playbooks

CTA comments repeating

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?

4
manmeet_dosanjh
Shoshin
3 years ago
jahnavi
jahnaviRegistered User
asked in Cockpit & Playbooks

How to add a new field to Gainsight Subject Area- Call to Action

I would like to add a field called days to close which would be Closed date-created date. Is there a way I could add this

4
jahnavi
4 years ago
alex_thome
alex_thomeRegistered User
asked in Cockpit & Playbooks

Creating and seeing tasks in Cockpit

I can't figure out how to make the cockpit accommodate the short tasks that come up each day. Our CSMs are in the habit of creating tasks for themselves in SFDC. I'd like them to be able to create tasks for themselves in Gainsight, but CTAs make it super inefficient. For example, if they want to remember to check if a purchase order came in on a certain day, they will need to create a CTA, and then create a task in that CTA. This is time I'd rather have them spend supporting customers.

4
H
Gainsight Employee: Rookie
4 years ago
jon_harris
jon_harrisRegistered User
asked in Cockpit & Playbooks

Cockpit showing CTAs with outstanding tasks owned by other users

In our company we have accounts with allocated CSMs and AMs. For some of my CTAs I have tasks owned by the AM. I have completed all my tasks in the CTA but the AM still has at least one outstanding. Am I able to set it so that my Cockpit only shows CTAs with outstanding tasks in my name. Adoption rates with the AMs is low so my cockpit is filling up with overdue CTA/Tasks that need no action by me.

4
jon_harris
4 years ago
ky_powell
ky_powellRegistered User
asked in Cockpit & Playbooks

CSM owner changes, how quick do the CTA owners change?

I have noticed that when we make changes to a CSM in Salesforce, that often the owner of those CTA's does not get moved over to the new CSM (at least not quickly). Can someone clarify if this change of owner actually does happen, and if so how long does it take to change because I am often doing it manually. 

4
ky_powell
5 years ago
denver_kirkpatrick
denver_kirkpatrickRegistered User
asked in Cockpit & Playbooks

Is there a way to create a daily to do list from your cockpit

The CTA's are great, but is there a way to create a daily checklist of tasks that would be due that day from the underlying playbooks in the CTA's. Just to give the CSM a guide of what needs to be done today. this would be especially helpful when you have CTA's with multiple due dates within them. Thoughts?

4
I
Shoshin
2 years ago
cmultanen
All Star
cmultanenAll Star
asked in Cockpit & Playbooks

Report on Timeline Activites Created from CTAs?

Is it possible to report on Timeline Activities that are tied to a specific CTA? For example, for an Implementation CTA, it would be cool if we could see all the Timeline Activities that are created from that CTA and then do stuff like sum duration of time. 

4
heather_landgraf
Veteran Rookie
11 months ago
alison_kaprielian
alison_kaprielianRegistered User
asked in Cockpit & Playbooks

What is the best way to prevent CTAs from assigning to old inactive users?

I'm unclear as to the most efficient way to ensure that our CTAs stop firing to the CSMs who have left our company. Does anyone have any insight?

4
sai_ram
Grand Slammer
3 years ago
mendy_peugh
mendy_peughRegistered User
asked in Cockpit & Playbooks

Automatically close CTA is no longer needed

I'm new to Gainsight and need to automatically close a CTA if a that CTA/Task are no longer needed before the agent closes that CTA/Task

4
mendy_peugh
5 years ago
romain
Shoshin
romainShoshin
asked in Cockpit & Playbooks

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

4
john_apple
Golden Ruler
3 years ago
varun
varunRegistered User
asked in Cockpit & Playbooks

is there a way where we can configure fields under a task of an objective for a specific success plan??

4
lila_meyer
Gainsight Employee: Grand Slammer
4 years ago
faust_belarmino
Veteran Rookie
faust_belarminoVeteran Rookie
asked in Cockpit & Playbooks

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.

4
faust_belarmino
Veteran Rookie
4 years ago
darkknight
Grand Slammer
darkknightGrand Slammer
asked in Cockpit & Playbooks

CTA Config: Provide a "none" option in Open/Close Milestone mapping

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]

4
aditya_marla
Shoshin
3 years ago
scott_superko
scott_superkoRegistered User
asked in Cockpit & Playbooks

Date format in CTA comments

The support team has confirmed that when you add a date field as a token to the CTA comments via the rules engine, the date format will always be YYYY-DD-MM regardless of how the field is formatted. It would be great if we could designate the date format similar to formatting tokens in CoPilot.

4
kalle_paavola_e41c87
4 years ago
brian_994811
brian_994811Registered User
asked in Cockpit & Playbooks

How to update the comments field on a CTA?

When creating a CTA, there is a comments field. However I can't figure out how to edit those comments once the CTA is created. This is on the CTA itself, not on the tasks. Is there a way to update the comments?

4
brian_994811
6 years ago
naquiyah_cash
naquiyah_cashRegistered User
asked in Cockpit & Playbooks

Associated Contact field in CTA

Hi  I am trying to understand how best to use the associated contacts field within a CTA?  I cant bring it in any reporting or criterias to create rules so wondering what that field is there for? Maybe something im missing Thanks

4
naquiyah_cash
7 years ago
colin_burns_c26524
colin_burns_c26524Registered User
asked in Cockpit & Playbooks

How do you run your red account/risk customer calls?

For your red account/risk customer program, who runs it? Is it run by Success, run by Operations/Finance, run by Sales? What level owns it? Do you run it it via the Cockpit or a Gainsight dashboard? Just curious how others run theirs.

4
K
Shoshin
1 year ago
A
adamjlRegistered User
asked in Cockpit & Playbooks

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

4
A
3 years ago
dstokowski
Gainsight Employee: ACE
dstokowskiGainsight Employee: ACE
asked in Cockpit & Playbooks

Customer Feedback new UI: Add Assignee/Owner as a Quick List filter on Cockpit

Many managers use the option of picking one of their team members as Owner for changing Cockpit View for 1:1.  Since it moved to Advanced Filters - requires more clicks AND knowing what the field name is to find these.

4
ian_bennett
6 years ago

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