Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 329 Posts
- 1,127 Replies
What workflow(s) does your company have in place for when a client escalates to the CSM's Manager? We are re-imagining the process in Gainsight, and would love to hear how other companies leveredge the tools in Gainsight to answer these user stories. Thanks for any help.
I have a Rule that creates CTAs, but I'm updating the Bionic Query to, well, make it more complex. As a results, I need to change the Action that creates CTAs from being based on one Bionic Task to a different Bionic Task. I can't change the source Task for an existing Action, so I'm replicating all the configuration into a new Action on the same Rule. The new Action is creating CTAs with an identical Title, Type, Reason, and Priority. (And the "Use in identifiers?" checkbox for the Title is checked, for both the new and old Actions.) However, when I test the Rule, the Excel output tells me: [list] [*]For the [b]old Action[/b], all the CTA Created records are marked as [b]"Existing CTA"[/b]: [url=https://cl.ly/171X360n2541]https://cl.ly/171X360n2541[/url] [*]For the [b]new, identically-configured Action[/b], all the CTA Created records are marked as [b]"New CTA"[/b]: [url=https://cl.ly/2l250l2k423n]https://cl.ly/2l250l2k423n[/url][/list][b]So, I wanted to confirm if this i
Is there any plan to allow the ability to disable the "Milestone" button on CTAs? I've never seen a way to turn this off as of now, but I'm wondering if this might be something we could look into adjusting in the future? This would prevent users from flagging CTAs as Milestones that the business may not way to be flagged.
A question for the whole Gainsight customer community, since we're working to get better with CSM adoption of Cockpit... When your CSMs get a Risk CTA, do they [i]resolve the customer issue completely before you "allow" them to close the CTA? Or, is it fair for them to close the CTA as soon as they've [i]acknowledged the concern and started working on it. For example, it might take months and months to turn around an NPS Detractor, and it might be entirely impossible if that person won't take your call. I could see either closing the CTA to keep the CSM working with a Cockpit that cleanly prioritizes what's most likely to actually make a difference with their account base, or keeping the CTA open since, honestly, there is still a risk at that customer. What works for you and your team?
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!
One of our CSM has attempted to log a call or a meeting in Gainsight and cannot save the tasks I created. Instead, an error is displayed. (see attached) Can you please help? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180418-97247-1w934p7-errormessage_inline.png[/img]
[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!
I ask, because I see there is already a Document section in the software. This comes from reading several post regarding the ability to attach a document to a Playbook or Success Plan. It was recommend to use a Cloud Host so that the user could click on the static URL provided by the Cloud Host for that particular document. But before we do that, wanted to know if Document section would be expanded to include the ability to request a static URL? Similar to how DropBox, Google Drive, and OneDrive provide one when sharing a document or folder with another user. Thank you for your time and feedback!
I manage the Product Risk process here at Gainsight for our Product Management team. I set up and use a special CTA Type called Product Risk to do it. Watch the video to learn how and why CTA Types help in this process. [url=https://vimeo.com/262566188]https://vimeo.com/262566188[/url]
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?
Watch this fun DIY video from Karl Rumelhart, Gainsight's Chief Product Officer, where he demystifies join types in bionic rules' merge tasks! In the first few mins., he reviews the four types of joins available, and then he demonstrates an example of how to identify which customers don't have any CTAs using joins in a merge task. [video]https://player.vimeo.com/video/259732612[/video] For written details on join types, click [url=https://support.gainsight.com/Product_Documentation/Rules_Engine/Admin_Configuration/Join_Types]here[/url]. Got a topic you'd like to drop some knowledge on? Record your DIY video and share it in the Community! More details [url=https://community.gainsight.com/gainsight/topics/share-your-diy-video-tutorials-on-the-community]here[/url].
With many of our CTA's the comments just continue to add on to the CTA, rather than standing alone. It becomes really confusing. For example, we have a CTA for every NPS score that comes in. When the CTA is created we just need to see who the NPS score was from and their comments, but it just keeps adding anyone from the account that has submitted an NPS and what that score was. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180226-22764-1yc69dd-Screen_Shot_2018-02-26_at_1-31-51_PM_inline.png[/img]
I've seen this happen with enough customers lately that I figured it would be worth raising here. I've had at least 3 or 4 customers in recent weeks (Frontline, GlobalEnglish and Integrate come to mind) that have had an issue with creating a CTA and then not being able to view it in the cockpit or C360. See below: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180228-118227-1p74cpb-Screen_Shot_2018-02-28_at_10-31-47_AM_inline.png[/img] The fix each time has been to go to the Call To Action setup in Administration and unlink the Linked Objects on that specific type of CTA (it's usually been risk or activity). After the Linked Object is unconnected, the CTA can be viewed just fine. I believe at some point in the recent past we started automatically linking objects to those CTA types, and it appears be causing the issue documented above. Obviously, this is causing a negative user experience and probably leading to an influx of support tick
Hi, has anyone else experienced a "Playbooks not available" error message, and/or a blank dropdown in the Reason field when adding a CTA? I've seen this behavior for multiple users across our org, many times, during a training and in their day-to-day. I'd love to learn if other orgs have experienced this too and how best to solve. I've asked our users to refresh, close out of and restart Gainsight, which only works sometimes. It has been disruptive to workflow as our users are updating multiple CTAs from their Cockpit. Thanks!
Question. How are you using Gainsight to track multiple departments that touch an account? And then report on them?
When an account comes on board with us, it can be touched by up to several departments - depending on the account. As we start to bring on more internal users to Gainsight, we're wondering how other companies are tracking multiple departments and their use in Gainsight. From both the customer side and the internal side.
I all the tasks and the CTA are assigned to an owner, and I click something as completed, who does it show as having completed it on the backend? The owner of the task/CTA or the person who actually checked it off as completed. As an admin sometimes I end up checking something off on behalf of the owner, but I want to make sure that on the backend it is not showing up as I have completed it.
I was wondering if there was a way this up in Gainsight (or Salesforce). When a CTA is created with a linked contact and then that CTA syncs to the Salesforce "Call to Action" object, that we could have that linked Contact also populate in the salesforce record? I was trying to edit the layout of the Call to Action object and there was no option for "Contact". I am just curious into why this field wouldn't be included, seems to be relevant that the contact associated with the CTA also sync with the Salesforce log. Especially when the default pushes "CTA Type" and "Reason" which are CTA specific fields. Not sure if there is a workaround on this or if this is just not supported. Thanks!
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!
I have noticed that when we make changes to a CSM in Salesforce, that often the owner of those CTA's does not get moved over to the new CSM (at least not quickly). Can someone clarify if this change of owner actually does happen, and if so how long does it take to change because I am often doing it manually.
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