Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 371 Posts
- 1,203 Replies
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]
A question for the whole Gainsight customer community, since we're working to get better with CSM adoption of Cockpit... When your CSMs get a Risk CTA, do they [i]resolve the customer issue completely before you "allow" them to close the CTA? Or, is it fair for them to close the CTA as soon as they've [i]acknowledged the concern and started working on it. For example, it might take months and months to turn around an NPS Detractor, and it might be entirely impossible if that person won't take your call. I could see either closing the CTA to keep the CSM working with a Cockpit that cleanly prioritizes what's most likely to actually make a difference with their account base, or keeping the CTA open since, honestly, there is still a risk at that customer. What works for you and your team?
I would like to use GainSight as my TO DO list so I’m working out of one platform. Many of my tasks aren’t necessarily directly related to a particular customer or a CTA. Can I create a standalone task? Or group my non customer specific tasks together somehow? OR would I just have to create a running CTA and manage all my tasks under that?Thoughts on a postcard!
I was wondering now with the Summer Release, is it possible to add a contact to the "External Attendee" field when creating an Activity and Task in Timeline, if that contact will sync when the task logs in SFDC and populate the "Name" field? I thought it was supposed to be part of the release but it does not seem to be working. I also wanted to confirm whether or not adding a contact to a CTA in Cockpit will sync with SFDC and have that contact populate the name field. I saw that it might be part of the Fall Release but wanted to make sure. Thank you!
Hey Gainsight Fam! Our CSMs are in the process of UAT for Success Plans they want to share with customers. They would like to ultimately be able to brand them them to our company colors (I entered this as an idea) but the immediate ask is to be able to add a logo at the top of the success plan page. Is this supported? Has anyone else done this with success? Any thoughts are appreciated!
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 brand new GS user and admin here. Objective: Leverage Success Plans to, once selected, automatically create multiple CTAs for touchpoints (QBRs & monthly check-ins). All CTAs should have ‘reason = QBR’ or ‘reason = Monthly check-in’ Issue:When I’m in Admin → Success Plans → Success Plan Type → Configure Templates → Add Objective, I see multiple fields (see Add Objective screen shot), but I don’t see the same ‘reason’ field from CTAs, which I need so I can report on the number and status of QBRs and monthly check-ins. Ask:How do I get the CTA ‘reason’ field in a Success Plan Objective? If this isn’t possible, what is the best way for a user to create multiple predefined CTAs? Example of Objective where I want to add in the ‘reason’ field from CTAs. Example of the ‘reason’ field that I’m looking for:
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Formatting in a CTA description field consistently gives me issues with formatting. I open a new CTA - go to the description field - attempt to add text and it doesn't allow me the opportunity to type...at all...I have no idea why. I close the CTA and go back in - same experience. It doesn't allow me to copy and paste text in either. This happens randomly and I don't understand what causes it. I can show you firsthand and also have a screenshot of what it looks like when I FINALLY can add text - you can see it cuts it off. Frustrating :( [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170227-45201-1tsbcg0-CTA_Issues_inline.png[/img]
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 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
Looking at the upcoming release at Test, Nick and Leslie from CA Technologies said that they won't be pushing the latest release until the behavior of every detailed CTA view opening on the Timeline tab by default, specifically as the team isn't using Timeline right now and it's going to add a lot of clicks for the CSMs
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".
We are currently going through the process of creating success plans for new CS owned customers. Our CSM's would like for some of the objectives in success plans to trigger a playbook that feeds them appropriate tasks. Is the only way to do this through a cockpit CTA? That seems redundant that we'd have to go in two separate areas to solve a long term objective that could be aided by a playbook.
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?
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!
I just realized that whenever I create a new task under a CTA, the template that comes up has the Status by default set to Closed [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170815-88836-zb57vx-Screen_Shot_2017-08-15_at_3-43-14_PM_inline.png[/img] This confuses some people so I was wondering if this is a bug or if it something we have misconfigured somewhere. Any help will be appreciated! Thanks! Marcelo
The ability to dynamically assign CTA owner as Task owner when creating a Playbook also seems to have been removed with the recent “Horizoning”Here is how you could configure the Task owner before:And in the new UI the same task shows “No Value”, and doesn’t allow selecting the same: This was a very clever and clean feature, is there a reason why it was removed?
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