Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 365 Posts
- 1,198 Replies
Is it possible to report on Timeline Activities that are tied to a specific CTA? For example, for an Implementation CTA, it would be cool if we could see all the Timeline Activities that are created from that CTA and then do stuff like sum duration of time.
It seems that the fields pushing over from Cockpit tasks to the tasks object in SFDC is limited to certain fields like "subject". I would like to push more fields over like "CTA Reason". Is this possible or are we limited to whatever is pushing by default?
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?
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.
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
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?
Hi there, what's the Best Practice to trigger a CTA when Health Score dropped by 10 (for instance)? The CSM who is in charge of the respective account should be assigned to this CTA. I tried to build a rule, but didn't get it so far. Another thing I realized: When creating a Report with ReportBuilder I can instantly see a change in health score in current and previous score field, but in Rules Engine Previous and Current Score remain the same score over all accounts. What am I doing wrong? Thanks and greetings from Berlin! Martin
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]
I found this post -[url=https://community.gainsight.com/gainsight/topics/enable-recurring-ctas-for-other-cta-types-not-just-...]https://community.gainsight.com/gainsight/topics/enable-recurring-ctas-for-other-cta-types-not-just-...[/url] However, the CTA Types were already created without this feature being enabled. So, how do I enable this feature for already created CTA Types? I can't seem to figure it out :/ Thank you for your time!
Is there a way to refresh the cockpit after completing a few CTAs, without using 'right click > reload'?
What's best practice for refreshing your cockpit after you've completed several CTAs? Should we be using 'right click > reload' or is there a better workflow? Or is best practice to work a CTA from the c360 > cockpit page?
[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]
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