Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 370 Posts
- 1,202 Replies
It seems as though something was overlooked when Global/Account/Relationship CTA configurations were rolled out. We are unable to configure the Relationship layout for Global CTA types. So, if I have a relationship rule set up to create a global type CTA, I cannot configure the Relationship layout for these CTAs. So the Relationship layout for these CTAs are frozen in time to what they were prior to the roll out of Global/Account/Relationship CTA configurations.
I am trying to use Success Plans as an internal tool for organizing the projects my team is working on. They are nice with the simple checkbox, details, and due dates. I think it could be really nice to keep some of our bigger projects on task. However, our Objectives from Success Plans do not currently show in CockPit. We have it this way as our CSM prefer to only show CTAs there and go directly to the given Success Plan for the Objectives of that plan. Thus, I am in a dilemma. I don't want to turn all Objectives to visible in Cockpit, but I don't want to (personally myself) have to manually switch between Success Plans on a single account. I would like to have the Success Plan objectives assigned to me show up in a single list (like Cockpit). I did make a report, but that interface is not as intuitive as Cockpit and it also does not have the checkbox for closure. Anyone have ideas here? Thanks!
I'm working on a Success Plan - the thought is in the Objectives CSMs will enter the over-arching goal, and post the specific steps to get there in the 'timeline' section of each objective. That way a record is kept in timeline (under a specific activity type), and they to-do's will also show up in the CSM's cockpit. However, while the timeline entries are created, the tasks don't show up in Cockpit. Has anyone else experienced this?
I have recently noticed that the "More" dropdown on the CTA is gone. We had many people using this as a short cut to add notes, log calls, etc. Is this displayed anywhere else on the CTA that i am missing, or is there a way to somehow link and create that from the Cockpit and CTA page?
Hi guys, I would like to know if there is a way to view information from CTAs and Timeline Activities in one object. I need to report how much time was spent for CTAs of the same reason. I'm using the duration field in Timeline activities for meetings. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180111-98300-eo1d20-Captura_de_Tela_2018-01-11_a_s_18-16-37_inline.png[/img] For example each CTA's Call has an activity logged in the timeline with the description of the meeting and the time spent. At the end of Success Plan I want to know how much time was spent and which CTA the CSM forgot to record the Duration. I couldn't do it because in the object '[b]Timeline Activity[/b]' there is only the [b]Context ID[/b] field that connects to the CTA and doesn't have a field that lets me filter the CTA's category or CTA's reason. Do you have some way to do it or road-mapped when could I do it? Thanks! Olavo Zapata
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 have a Call to Action status "Closed Not Applicable" that was set up during our implementation and for some reason has a Category of OPEN. (see attached image). This is causing CTAs that are closed with this status to still show as open CTAs. I do not see a way to edit the Call to Action Statuses so that I can change the Category field in Cockpit Configuration. I opened up a support ticket and was told this is similar to the issue I raised here: [url=https://community.gainsight.com/gainsight/topics/usage-configuration-need-ability-to-remove-specific-measures-from-the-usage-picklist-on-c360]https://community.gainsight.com/gainsight/topics/usage-configuration-need-ability-to-remove-specific...[/url] I should have the abiilty to edit these configurations without having to go through workbench to do so.
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?
Thanks in advance from a newbie for any help. I've been asked to create a playbook that covers a professional services workflow. This is how I envision the workflow. A CSM is contacted by customer requesting that we initiate a project. Within 2 days, the CSM should have spoken with the customer and agreed a tentative delivery date. From there, all tasks in the playbook should be 'delivery date -x days'. Trouble is, I can't figure out how to roll this all into 1 playbook. Would best practice be having the initial engagement be 1 CTA, that then triggers a separate playbook or am I over-complicating this. All advice appreciated. Thanks. Mat.
So, we have on auto-sync (when it's fixed). There are times where our CSMs use a CTA status of Not Valid because they believe the CTA generated in error. We'd like to be able to have a process that unsyncs the tasks for that CTA from SF without the CSM or someone having to manually do it. I thought it might be possible to do from the Rules Engine, but I'm not having any luck. Best I can put together is that since I'm trying to interact with the task in GS, there's not a way I can tell it to make the Auto-Sync false in the Set up Actions. Any suggestions?
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
In my cockpit view I see a huge list of CTAs which are grouped on Clients names. +Client A [list] [*]CTA 1 [*]CTA 2 [*]CTA 3[/list]+Client B [list] [*]CTA 1 [*]CTA 2 [*]CTA 3[/list]Can I quickly expand/collapse these CTA groups so that I can focus on the the client I am working on? Thanks.
We would like to have two separate task statuses that both correspond to a closed task. Currently the system can only handle one close status. The use case is as follows: Statuses 1. Open 2. Closed 3. Closed - No Action Required (default) We need to determine if the action was taken or not required for optional tasks, so if the CTA was closed all tasks that had not been closed at that point would be assumed not required.
We are making some changes to our statuses, and as I was trying to inactivate some of the current ones, I noticed that there's a limitation that it can't be in use on a CTA. I think this makes sense for any statuses that don't close the CTA, but for ones that do, I'm not sure that should be a limitation. Ideally, I wouldn't have to move the CTAs in the closed status that I want to deactivate because I want to still be able to report on that status historically. With a process change, it's not longer a valid option for the CSM moving forward, but it was valid prior to the process change, and I'd like the data to reflect that.
Is there a way to have a CTA linked to just the CSM and not to an account? Essentially I am looking to send each CSM one CTA that instructs them to perform an action across all of their accounts. The use case for this is so that my CSMs that have 60+ accounts won't have their Cockpit overloaded BUT still receive the reminder. Thanks!
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
Hi, I was looking through documentation on adding chatter to CTAs and found this helpful resource ([url=https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Technology_Partner_Integrations/Chatter_Integration_Overview]https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Technology_Part...[/url]) but couldn't find anything on enabling chatter for Relationships. All of our customers have relationships associated with them, and we don't use any Customer CTAs. Has anyone configured this successfully? Thanks!
Generally speaking, I would like to see more options in views and exports. If this is already available and I am not finding it, great! Point me in the right direction. - any field on the CTA/objective should be available to add to a view or export. I currently cannot add contact name to the view or export. - If we add a custom field, will it be available in views and exports? - Please let me add more than 2 columns to the view and/or let me remove columns - Would be good to be able to reorder columns. I have added Parent Account name but cannot sort by it or move it. - With columns not being resizable, I cannot see most of the content in each column. I have other feature requests around viewing tasks in the cockpit, linking activities to tasks and exporting activities.
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