Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 365 Posts
- 1,198 Replies
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
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
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
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?
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.
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.
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.
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?
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.
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.
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]
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.
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
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.
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