Cockpit & Playbooks

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

  • 365 Posts
  • 1,198 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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365 Posts

Tomas Trijonis
Veteran Rookie
Tomas TrijonisVeteran Rookie
asked in Cockpit & Playbooks

Assign CTA Owner as the Task Owner in Playbook

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?

7
bradley
Grand Slammer
1 month ago
heather_hansen
Grand Slammer
heather_hansenGrand Slammer
asked in Cockpit & Playbooks

Timeline CTA Integration

I'm testing out the new timeline CTA integration, and the tasks section on the Timeline activity doesn't seem to want to load consistently.  I get a Something Went Wrong error message.  Attached a screenshot.   Ideally, I'd like to be able to create a task at the same time as I create the activity, but I can't tell if that's possible.  It also doesn't look like I can associate activities to a CTA from the Timeline view.  I can only do it within the CTA. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170510-20359-19jiokg-Timeline_Screenshot.png_inline.jpg[/img]

5
heather_hansen
Grand Slammer
6 years ago
S
Swati guptaRegistered User
asked in Cockpit & Playbooks

Deleted success plan

Hi,I wanted to find is there any way to find out the deleted success plans ,if deleted by mistake or intentionally Please reply back to this query as its important. 

1
dan_ahrens
ACE
2 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
sagan_sherlin
Champion
sagan_sherlinChampion
asked in Cockpit & Playbooks

Help. Is it possible when viewing (all) CTA's to have New show on top, rather than Closed?

[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180404-61983-1w7d0ri-image_inline.png[/img] In short, our users would like the ability to sort the Group By so that [b]New [/b]would show before [b]Closed[/b].  We do have a work around for them, which is changing the Group By to All and then adding the Column of Status Name and sorting by that. But it displays it all together, rather than separated. Just curious if there is a way to do it and I just need to add an additional field or something. Thank you for your time and feedback!

9
sagan_sherlin
Champion
5 years ago
jbeaumont
Shoshin
jbeaumontShoshin
asked in Cockpit & Playbooks

Suppress notifications for bulk edit updates

Hi team, When CSMs are doing bulk edits to CTAs, it looks like this:  That takes up too much screen space, doesn’t add value, and is annoying. Can the UX be addressed here? If I solve multiple CTAs in a row, I should not lose half my screen. Thanks!

2
sai_ram
Grand Slammer
2 years ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
asked in Cockpit & Playbooks

The CSMs want the CTA status to move to 'Work in Progress' when the first playbook task is completed.

What's the best way to accomplish that? Is there an OOB functionality/setting they should be using?

5
darkknight
Grand Slammer
4 years ago
samantha_braastad
Shoshin
samantha_braastadShoshin
asked in Cockpit & Playbooks

Can you have multiple CTA's with the same 'reason' and 'type' in an active state on a single account?

We have multiple CTA's that fire for the same 'reason' and 'type. However, they are triggered off of different data. If multiple criteria are met (for example, an account has a "missed due date" and a "case 21+ days" we would like both to show up on the account as separate CTA's. Is that possible?  

3
sarah_kiani
4 years ago
iteku
Gainsight Employee: Shoshin
itekuGainsight Employee: Shoshin
asked in Cockpit & Playbooks

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.

2
sai_ram
Grand Slammer
3 years ago
L
lilypots22Registered User
asked in Cockpit & Playbooks

What happens to deleted CTAs?

Where do they go when deleted and how can I get them back?

2
bradley
Grand Slammer
11 months ago
denver_kirkpatrick
denver_kirkpatrickRegistered User
asked in Cockpit & Playbooks

Is it possible to set up a rule in CTA's that when a box is checked on a task, the status is automatically moved to "work in progress"?

6
phil_hart
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
tim_anderson
tim_andersonRegistered User
asked in Cockpit & Playbooks

When manually changing ownership on a CTA, how do you make the Tasks transfer at the same time?

9
renee_c
5 years ago
whitney
whitneyRegistered User
asked in Cockpit & Playbooks

Reference Request for More Than One Customer

Scenario: One opportunity needing more than one reference.   I have tried several solutions around this but they are all a bit superfluous.   Does anyone else currently manage requests for multiple references off of one object?

2
whitney
3 years ago
chad_horenfeldt_c2ba52
chad_horenfeldt_c2ba52Registered User
asked in Cockpit & Playbooks

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

5
bmosesgainsightcom
8 years ago
ky_powell
ky_powellRegistered User
asked in Cockpit & Playbooks

If I attempt to create the same CTA for the same contact, will it not create a duplicate in Cockpit?

If I happen to fire the same CTA for the same contact, will Gainsight stop it from creating a duplicate CTA or will it know that one already exists?

2
brittani_martin
5 years ago
dale_parent
dale_parentRegistered User
asked in Cockpit & Playbooks

Link Opportunity tasks to CTA

We have recently enabled linking CTA to Opportunity and this feature is fantastic!  The current ask is for this linking to be established between Opportunity tasks and CTAs.  Right now the tasks created in the CTA sync with the Account object instead of the Opportunity object in question.  Ideally we would like these tasks to sync to the Opportunity in most cases so activity tracking and next steps are clearly linked to the Opportunity they are associated with.  This will be especially helpful in cases where Opportunities are handed off so the associated completed tasks and pending tasks are clear to the team member that takes over. The next ask is that if someone creates a task in SFDC on a linked CTA, that task is merged into the CTA as well.  This might be a tougher ask but certainly worth mentioning.  If one or both of these asks can be incorporated as an option on the CTA that would be great!

1
srinivasa_pulagam
5 years ago
zach_davis
Veteran Rookie
zach_davisVeteran Rookie
asked in Cockpit & Playbooks

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.

2
sai_kumar
Shoshin
3 years ago
daniel_harrison_8dcfe4
daniel_harrison_8dcfe4Registered User
asked in Cockpit & Playbooks

Does Gainsight have click to call abilities? If so what Dialer is integrated?

Ability to click a contact and have it call the contact. 

3
C
Shoshin
1 year ago
linda_lam
linda_lamRegistered User
asked in Cockpit & Playbooks

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

2
linda_lam
7 years ago
brandon
brandonRegistered User
asked in Cockpit & Playbooks

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.

7
dan_ahrens
ACE
7 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
7 years ago
R
Shoshin
rkumarShoshin
asked in Cockpit & Playbooks

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?

1
aditya_marla
Shoshin
3 years ago
ben_daniels
Shoshin
ben_danielsShoshin
asked in Cockpit & Playbooks

Call to Action "History"

Is there any way to see the history of a Call to Action? I'd like to see a timeline of when the call to action was opened, any change in assignments, when comments were added (and by who), when the status was changed (and by who)?

3
N
1 year ago
bradybluhm
Gainsight Employee: Veteran Rookie
bradybluhmGainsight Employee: Veteran Rookie
posted in Cockpit & Playbooks

#2minhowto : Cockpit Views - CTA Mastery & Management

CTAs can become overwhelming quickly when you are managing a large book of customers, have a lot of automated CTAs fired for you by leadership/ops, or when juggling risks and projects.  Last year, I set out to make cockpit as useful as possible for myself and leveraging Cockpit Views quickly became a gamechanger in keeping my CTAs both clean and useful to me. I’ll walk you through some of my favorites in the video that any user can setup for themselves by creating a new view in your cockpit.   Continuing with the #2minhowto challenge, I made it about as short as possible and landed at a 2x 2-min how-to (4-minutes)   😋 Miroboard with the build details laid out to make it easy for you: 

3
bradybluhm
Gainsight Employee: Veteran Rookie
2 months ago

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