Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
QBR CSM Goals
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!
CTA comments repeating
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?
Reason Codes auto-default to Global reason when manually creating CTA
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?
Can people share how have they combined risk reporting between Gainsight and Salesforce?
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.
Managing At-Risk Meetings with Gainsight
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?
pre filled custom CTA
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.
Date format in CTA comments
The support team has confirmed that when you add a date field as a token to the CTA comments via the rules engine, the date format will always be YYYY-DD-MM regardless of how the field is formatted. It would be great if we could designate the date format similar to formatting tokens in CoPilot.
Rule Run Dates in Future
Currently you are able to select a future date for a rule to run, however the CTA due date goes off of the current date even if you select run date in the future. It would be nice to be able to see the Due date for the run date of the rule when in the future. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image%202018-11-08%20at%205-52-47%20PM-e8b83a66-c7f1-4790-ad32-9096a5f5d7d1-1054552356.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image%202018-11-08%20at%205-55-25%20PM-32754691-e0a8-4c6f-abe6-ac4bb03b95b4-2021150881.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image%202018-11-08%20at%205-57-39%20PM-2a36cf36-4774-44d9-a97a-9af3537e3f64-451266722.png[/img]
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
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.
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?
Can i use the Rules Engine Action Type: Load to SFDC Object to upsert records in the "Call to Action
We have been trying to update a number of CTAs from an existing CTA type to a new one. The approach was through the Rules Engine, Action Type: Load to SFDC Object. The problem we encountered was that, although we have access to 'Call to Action" object in SFDC, we were unable to find the "Call to Action" object to grant permission in the "Permissions - Rules Load Actions" functionality.
CTA Due Date Value Disappears in Playbook Editor
In the Playbook Editor, when you save a task with the date set as "CTA Due Date - 0", then re-open it, the numerical value for 0 is gone and needs to be re-entered each time. Makes it a headache to go through and edit multiple playbook tasks in a row. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160822-38937-f1e2im-gsplaybookerror1_inline.png[/img]
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.
Formatting in a CTA
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]
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