Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 354 Posts
- 1,177 Replies
Measuring team on CTA performance
How do people track / measure their team on their ability to work through their CTAs? As an example, I would like to see percentage breakdowns by CTA type (risk, event, opportunity) and even down to a specific CTA. Is this possible? I also have heard that some people have created Milestones and tracked it this way. Any insight / examples would help. The standard leaderboard in the Cockpit isn't sufficient
NXT - Call to action - Can we have exact closed date, like -Date + UTC timestamp
Hi Team, As per the recent release, For NXT, we have fixed the closed date field issue with respective to Call to Action object, However, can we show the exact timestamp as well, for the closed date, i.e like exact Date + UTC timestamp, this would be very helpful for invetsgiating issues and also for the customer.
Learn how to create CTA forms!
The CTA detail view is highly customizable. Admins can add Account/Customer Info fields to the detail view to display and collect information from their CSMs directly in Cockpit, without having to navigate out to the SFDC Account page. And using linked objects, you can link other objects (such as Case, SFDC Opportunity, Milestones, etc.) to the CTA, and create miniature forms. These forms can help save your CSM's time! For some ideas to help you get started creating CTA forms, check out these new resources: [list] [*][url=https://support.gainsight.com/Training_and_Videos/Training_Videos/Create_CTA_Forms_Using_Linked_Objects_(video)]Create CTA Forms Using Linked Objects[/url] (5 min. video) [*][url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Examples_and_Tutorials/Create_CTA_Forms_Using_Linked_Objects]Create CTA Forms Using Linked Objects[/url] (written instructions) [*][url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Ad
Global Filter for showing/hiding Objective CTAs in Cockpit
I am working with a customer to roll out success plans. They have discovered that the Objective CTAs show up in cockpit inherently. Could we add a global filter to exclude these from Cockpit from the admin section? They are concerned about all of their users having to create custom views to exclude the objective CTAs. Another solution(under consideration - [url=https://community.gainsight.com/gainsight/topics/global-filters-for-cockpit]https://community.gainsight.com/gainsight/topics/global-filters-for-cockpit[/url]) could solve this issue if we allowed Admins to push out views to all users.
Help with Creating CTA based on Usage Data
Hi! I am trying to trigger a CTA for what we deem as an "Inactive" client which is based on usage date of our platform. I am not sure what would work best, creating new MDA where I can add some calculated fields or trying to calculate the data in a Bionic Rule using the Transformation task. We have a field in the MDA labled "UsageEvent". This field contains each unique usage event performed by a user of our platform. The usage comes with the UserName and a SessionID (and some other data). The tracking description is populated in that field via an S3 connector with our dev team. I am trying to trigger a CTA based on at least 1/2 of the licensed users on the account having a count of usage events < x amount. So if the account meets the criteria, to trigger a CTA for the CSM to alert them of a potentially risky client. I am not that well versed using the Transformation task and have been struggling trying to create this calculation. Is this possible? Or, how would you attack this pr
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?
Cockpit: Task not closing when alternate closure status set
We have created some additional CSTask settings in our environment. In addition to OPEN we have [list] [*]Closed - Complete [*]Closed - Incomplete [*]Closed - Not Applicable[/list]When I set the Status on a Task to "Closed - Complete" the Task closes and a strikethrough is placed on the task name in Cockpit as expected. When I set the Status on a Task to either "Closed - Incomplete" or "Closed - Not Applicable" the strikethrough is NOT placed on the Task name in the Cockpit as I would expect so the Task still appears to be open from the Cockpit view. I opened a support ticket and was told the following: "Unfortunately only one of these 'Closed' options can be set as the one that actually closes the CTA. This is setup to prevent confusion in reporting and documentation. This can be adjusted in the Cockpit Configuration under the Administration tab." I am assuming he misspoke and said CTA when he meant Task, but it raises a good point. We also have three [b]CTA[/b] clos
Date order of Tasks created manually within a CTA (Playbook generated)
I have created a CTA for a QBR which is based on a Playbook containing multiple Tasks. In this instance I wanted to add a couple of additional tasks to the CTA outside the normal Playbook scope. I have done this but regardless of the order I sort the tasks in (date), the Tasks I have manually created appear at the bottom of the Task list. I want them to sit in date order so that they arent missed.
Tracking top support cases by contact in account
Hi team - I have a request from one of our teams to keep tabs by account of those that call in often into our support queues (phone, email, chat). This is all done in cases so I'm thinking in the least just throwing another report type within the case view but I'm curious if anyone has anything that could be more actionable? For instance if someone is calling in a lot, then create a CTA for the CSM to take a look. I haven't been able to wrap my head around how that could be done.
CTA 'Reason' field in Success Plan Objectives?
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:
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.
Success Plan Exporting & Cockpit View
I have 2.5 questions for Success Plans: [list=1] [*]Is it possible to include the "Comments" box for each Objective when you export the Success Plan to PPT? Sidenote, is there a way to export success plan summary (customer name, objective, success criteria, due date, comments) to one PPT slide instead of individual slides? [*]Can we remove Success Plan Objectives from cockpit view in C360? Every single customer has at least one success plan with at least 5 objectives and it's creating a lot of noise in the Cockpit. We prefer to keep those objectives in the widget area only (if possible).[/list]Thanks for your help! Linda
How can we utilize success plans to trigger a playbook?
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.
Cockpit: Create a Comment field at the Task level
Our CSMs would like to have a Comment field added at the Task level (similar to how it is at the CTA level) as there is often reason to capture notes or link to an external document related to that particular Task, especially if there is a need to explain circumstances around the closure of an individual Task.
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