Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 365 Posts
- 1,198 Replies
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
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]
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
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
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!
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]
We've recently implemented a risk CTA process to better track customer risks. This is working great for analyzing what risks are currently open, but to expand on this process, our leadership team is asking for a way to track what actions our CSMs are taking to try to address these risks and then untimately what worked to fully mitigate the risk. We're using timeline for general updates, but it isn't really condusive for reporting on these activities. We're considering a custom drop down field on the CTA object or Risk specific closed status' but want to get some additional ideas/feedback before we just start adding fields! Anyone have risk mitigation reporting/best practices to share?
We're going to be rolling out the gainsight account widget to our sales team next month. We want to give them some insight into open CTAs (specifically Risk CTA Types). I know they can filter to show these on their own, but aren't really familiar enough with CTAs and what they should be looking at. Is there a way to set a default filter or default custom view but still allow them to adjust as needed?
Our CSMs would like to group CTAs by this "next renewal date" field we've implemented into the cockpit view. however, when the grouping is done, it doesn't sort the groups chronologically whatsoever, it groups them correctly but the groups are just all over the place.
Has anyone developed a CTA 'escalation' process within the Gainsight Cockpit, whereby if a CTA goes un-touched or un-completed for a given amount of time, a process kicks off to involve the CSM's Manager? I'm in discussions with a line of business regarding this, and they want a CSM's Manager to somehow be informed if a CTA of a certain Type and Reason is not attended to for a given timeframe. Perhaps the CTA is re-assigned to the CSM's Manager. Or a new Task is added to the existing CTA that is to the CSM's Manager so it appears in the CSM Manager's Cockpit as well. I'm thinking now that Bionic Rules' "Call To Action" actions won't be enough to accomplish this, as they deal primarily in creating and closing CTAs, but not modifying existing CTAs. I have a hunch that "Load to SFDC" might work because CTAs and Tasks are SFDC objects under the covers, but before I invest in that work, I'm seeking ideas from
I have been cleaning up our CTA Reason Codes. I have moved everything FROM Global to the appropriate CTA Type categories, leaving only "Other" as the sole Global reason code. For some CTA Types, I have designated a specific default reason code. For others, I'm leaving it blank - intentionally because I want to force the CSM to select the appropriate type. Suddenly, though, CTA Types that do NOT have a "Default" Reason Code are defaulting to "Other" (the Global code) when manually creating a CTA. This didn't seem to happen before. Am I missing something?
CSMs use RISK CTAs to manage and track risks. The Salesforce reporting should be able to see which of these accounts are at risk. I have seen multiple ways of making this work but would love to crowd source on ideas.
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?
Hi everyone - I would like to move our at-risk meeting process into Gainsight. The main goal is to review the red/yellows and ensure that we understand why they are red/yellow, there is "next step" in place, there is an owner of that next step and that we know if it's been completed. I assume that most people use the Cockpit and CTAs to run these review meetings? Do you have any insights you can share? How does the Timeline factor into this or does it?
Hi, We collect monthly data related to our customers thru our CSMs. It would be great if in the custom CTAs would could have the option of pre-filling the fields with the current value of that specific field. The CSMs will then be able just to update the values without starting all the time from scratch. Thanks.
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?
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