Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 354 Posts
- 1,177 Replies
Hide the upcoming section from cockpit
I have been speaking with a customer who would like the option to hide the "Upcoming" section in cockpit. CSMs work through their CTAs and would like to see nothing in their view at the end of the day. I know it is possible to collapse the section but do we ever see us being able to hide that section all together?
Email Assist Size Limit
We're using email assist to send a recap email after an EBR and then attaching the EBR. We're running into problems with the size limit which is limiting the ability of our CSMs to be able to use the email assist task. Is it possible to increase the size limit at all? The template alone is about 3MB and could be more depending on how much data we are presenting.
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!
Update the Due date of the CTA according to Due date of the Task
Hi Team,If we change to Tasks due date in the Gantt Chart view then we are not getting the prompt the user to update the new date of the corresponding CTA. Please refer to the screen recording: https://share.getcloudapp.com/P8u61dZ2.Thanks & Regards,Syam
New Enhancements in Cockpit as part of Gainsight 6.22 NXT release
The following are the three new enhancements as part of Gainsight NXT 6.22 release in Cockpit:Increased limit of CTA Types: Admins can now create up to 50 custom CTA Types per entity. At GLOBAL level, admins can add 45 CTA Types, apart from the five pre-configured Gainsight CTA Types. Admins can also view the count of active and inactive CTA Types. Previously, a maximum of 20 custom CTA Types was allowed by Gainsight. Ability to Create CTAs only if the Previous is Closed from Rules Engine: In the Create CTA Rule Action Type, Gainsight has now made an enhancement to avoid triggering of CTAs based on the same event. In the Rules Engine > Create Rule > Setup Action > Call to Action 2.0 action type, when the admin selected “Create CTA once in” X days checkbox, the system triggered CTAs after X+1 days irrespective of the previously triggered CTA’s status (open/closed) due to which the CSM’s Cockpit page was piled up with several CTAs based on the same event. To overcome this situa
Adding a Logo Image to a Success Plan
Hey Gainsight Fam! Our CSMs are in the process of UAT for Success Plans they want to share with customers. They would like to ultimately be able to brand them them to our company colors (I entered this as an idea) but the immediate ask is to be able to add a logo at the top of the success plan page. Is this supported? Has anyone else done this with success? Any thoughts are appreciated!
Chatter to the Relationship 360
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!
Question. Is there a document on how to get a NEW Custom Object to Link to a CTA?
Hello!In re-envisioning a process that our CSMs currently, I came across the article “Create CTA Forms Using Linked Objects”. Reading it….this would answer a lot of our questions, and address some issues. However, while I figured out how to create the new Custom Object in SF - I can’t seem to figure out how to get GS to see it as an option to Link my CTA Type to. Is there another document/guide that I’m missing to fully see this setup? Thank you all!
Is it possible to set default filter settings for the Account widget cockpit view?
We're going to be rolling out the gainsight account widget to our sales team next month. We want to give them some insight into open CTAs (specifically Risk CTA Types). I know they can filter to show these on their own, but aren't really familiar enough with CTAs and what they should be looking at. Is there a way to set a default filter or default custom view but still allow them to adjust as needed?
Notes when manually assigning a CTA to someone
When manually assiging a CTA or Task to someone, it would be very useful if we could leave a note for the person. This would allow us to explain why we’re assigning it to them and to provide additional info if needed. Currently, to accomplish this, it would be a tedious 8-step process of leaving an ‘’Update’’ activity in the Customer’s Timeline. Example: From Cockpit, click on the CTA. On the right-hand-side CTA menu, click on the Timeline tab. Click on + and select the Update activity type. Enter notes and include a Subject. Click on Log to finish. Click the Assignee photo Choose the new assignee Assign all tasks
Webinar Best Practices
Customer Question: For CSM teams with a 1:many model, does anyone track webinar attendance as a touch? We'd like to funnel registration information from GoToMeeting (Webex) into GonG and automate a follow up but there is currently no integration from Webex to SFDC. Is there another way to accomplish this goal?
Once CTA alert handling 3 scenarios at different timeframes
Hi everyone, Keen to hear your thoughts please on this use case and how best to handle it? We use Journey Orchestrator to manage our low-touch renewals, sending several letters to customers when they are due in X days. Majority of these are low touch/low value so we don’t want to allocate resources unless at risk or need to take action should they fail to renew. Currently we have one risk CTA automatically flagged 2 weeks prior to the renewal date if the customer still hasn’t renewed - this is giving us heads up (and feeds into the health score), but at this point there may not be any action. I’d like to extend this by 2 further tasks/actions when the following happens:customer fails to renew and now they are overdue - 30 day termination notice served internal notice to start suspending serviceIndeed I could have three CTAs handling this process but is there a way to include these 3 actions in just one CTA? I would envisage this would need to work like this:Customer is due in 2 weeks
Comments on the objectives in Success plans
When you create an Objective in a Success Plan, there is an optional place for comments. After the objective is created, the comments seem to disappear. This may be a silly question, but where does the comment field go and can i make it present when they look back at the objective that was just created?
Success Plan CTA's don't show up underneath the cockpit tab in the C360.
As the title says, CTA's success plan CTA's unfortunately don't show up underneath the cockpit tab in the C360. Here's a [url=https://cl.ly/3bb1edde2b58/Screen%252520Recording%2525202018-09-17%252520at%25252001.18%252520PM.mov]short video[/url]. It might be cool to have them appear there as well.
Assigining a playbook to a Salesforce report
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
Changing CSM's in SF does not sync with Gainsight
We assign accounts to our CSM's via Salesforce which after customer load rule is synced to Gainsight. However if we change the CSM in Salesforce, it is not changed in Gainsight. I have to manually go to every account and change the CTA's to a new CSM- which is very time consuming. Can this be changed? Or is there a solution for this?
Can't set Rule to assign CTA to Opportunity Owner
For our smaller customers, the CSM responsibilities are owned by a team of folks, until it comes time for the renewal, at which point an individual CSM is assigned the renewal Opportunity. We set them as the Opportunity Owner, and I would like to assign the "Renewal" CTA to them. I have a rule that pulls in Opportunity Owner ID: [url=https://cl.ly/3t1w3Y3t162p]https://cl.ly/3t1w3Y3t162p[/url] However, the Owner ID is not available as an option when trying to assign the CTA: [url=https://cl.ly/2v1j3h2t452g]https://cl.ly/2v1j3h2t452g[/url]
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