Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 371 Posts
- 1,203 Replies
We are looking to do a Post EBR survey and specifically target the contacts listed as "Contacts" that were associated to the EBR CTA. I am sure this data lives somewhere, but not seeing it on the native "Call to Action" object. Thanks for everyone's help!
When selecting a CTA Type, only populating CTA Reasons that are relevant to the CTA Type when creating a CTA would be helpful so that users don't see all CTA Reasons at once. If a user creates an Opportunity CTA, having CTA Reasons that are risks (e.g. Bug Risk) doesn't make sense for users to see, and complicates their view. If there was an ability to tag CTA Reasons dependent on CTA Types so that only tagged reasons for the selected CTA Type show up, it would help make the selections clear to users. I believe tagging Reasons should be multi-select, for those that may apply to multiple CTA types.
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!
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".
Is there a way to pre-populate both Contacts and Users in the To and CC fields of an email when launched from a CTA's Email Task / using Email Assist? [b]Use Case: [/b] We serve K-12 Education, both schools and districts, and we are typically targeting our communications to people filling particular roles such as Principal, Teacher, IT Contact, Buyer, and so on. It would be a time-saver for our CSMs, when managing their CTAs, if when they click "Validate Email" that the email template appears with Contacts and Users pre-populated based on certain criteria that our admin would build into the template itself or something. [b]For example: [/b] The To field would pre-populate with any Contact on the Account or its Parent Account (...because we have Schools that live under Districts in the Account Hierarchy and we might need both levels...) where the Position field value includes "Principal", "Administrator" or "Buyer." And the CC field would pre
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
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 was speaking with a customer today and the question about the order of tasks came up. When the tasks are configured in Playbook order we were looking for a way to select what order the new task will apply. Do we ever see a drag and drop feature being applied to play book order?
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!
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 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 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?
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