Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
Enable recurring CTAs for other CTA types (not just lifecycle/event)
Currently, the ability to set CTA as recurring is limited to event/lifecycle CTAs. Many Gainsight customers use custom CTA types, and would like the ability to create other types of recurring CTAs (for example, Activity is often used for internal activities) Can you add the option to enable other CTAs to be recurring? This should be a setting set by the admin
how do you handle CTA's where the client is non-responsive
Question for the community. When do you feel ok with closing out a CTA when the client is non-responsive? Is there a set amount of attempts? Also, what is the timeframe you put on on-boarding CTA's to be complete? 3 days, 4 days, 10 days?
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?
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!
Date order of Tasks created manually within a CTA (Playbook generated)
I have created a CTA for a QBR which is based on a Playbook containing multiple Tasks. In this instance I wanted to add a couple of additional tasks to the CTA outside the normal Playbook scope. I have done this but regardless of the order I sort the tasks in (date), the Tasks I have manually created appear at the bottom of the Task list. I want them to sit in date order so that they arent missed.
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.
In my Gainsight Cockpit, can I collapse/expand all CTAs?
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.
What is the quickest way to push out a CTA to all CSM for all accounts?
Is the only way to push a CTA out to all CSMs by creating a rule? Is there a quicker way to achieve this? I may find it cumbersome since I'm new to administering Gainsight, but I want to make sure I'm not missing something.
Service Now Ticket CTA and Reporting
Hi there, I hope your summer is going well. I am trying to figure out the best way on how to do the following: We import a data file to Gainsight every Monday with a list of open service now tickets. The account name for each ticket appears either in the “account” field or the “short description field”. a. We would need a CTA that would trigger with an email notification to certain recipients to notify when the number of tickets on the weekly service now file for one specific account (account X) is greater than zero. OR b. We would need an automated report to run every week to display the open tickets for a specific account and send an automated email to certain recipients as an alert. I'm happy to talk offline on how I can proceed with this. Thank you in advance, Jasmine
Create one CTA per CSM
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!
Report on CTA Origin
I feel like someone posted about this already but I can't seem to find it. I'm troubleshooting some CTAs and I can't seem to pinpoint HOW they were created. I know the rules that are SUPPOSED to create the CTAs I'm looking at.... but the account that has the assigned CTAs don't match the Rule criteria at all..... So I'm stuck because our CSMs have these CTAs that WEREN'T supposed to be triggered and I can't seem to troubleshoot as to how they were created. Is there some way we can create a report to see HOW and WHEN CTAs were created - essentially something that shows the origin of the CTA: created via rule (with rule name), created from Survey settings CTA, etc. There are so many CTAs and it would nice to quickly see where they originated from.
Cockpit filters issue
I noticed an issue with how the Cockpit filters are filtering on due date and overdue tasks. For example, if I add a filter for "Due Date = Today", that will pull CTAs into the view whether or not the CTA is due today or if a sub-task is due today. This is great way for CSMs to organize their workflow for what is due today and not. However, if they try to filter on "Overdue" or if they set the "Due Date <= Today", then the filter only applies to the due date of the CTA. I find this behavior to be strange and inconsistent. It's especially frustrating one of my CSMs who likes to organize her CTA list by everything that is due today + anything overdue. However, if one of the tasks of a CTA is overdue but not the CTA itself, that will not be filtered into her list. Just wondering why that is occurring or if someone has a workaround that would be much appreicated!
Question (Possible Idea). When Creating a CTA via the Rules Engine, allow for @CreatedDate in Name of CTA.
We have [i]several CTAs that are automatically created via the Rules Engine. I'd like the ability to add the Created Date of the CTA in the Name of it. Explanation below. If there is also feedback on another way to handle this, I'm all ears! :)[b] Scenario[/b]: [b] [/b]On a bi-weekly bases we're using the Rules Engine to create CTAs for various accounts. However, we noticed that if we create CTA A on July 1st - and CTA A is not completed by July 14th, when the new rule runs on the 15th - CTA B will not be created because CTA is still active. We want both CTA A and CTA B to appear on the account. Only to be able to report on the number of CTA A's that are not being completed. [Management at this time, is OK with the CTAs stacking. This is a new process for us, so we want to make sure that everyone is doing what they should be doing - and assessing if we're seeing a large number fall behind.] [b] Questions: [/b]1. Is it because the CTAs using the sa
Cockpit View Not Staying
According to the [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/04_Create_Custom_Views_in_Cockpit#Custom_View_List]Cockpit FAQs[/url], Cockpit view are sticky. From what I understand, once we choose a specific view it will always use that view until it's changed. I've chosen the My CTAs view and even created a custom view but it keeps reverting back to the All CTAs view when I refresh. Is there a special way to make my view "stick"??
How can I trigger a CTA when automated Health Score dropped by 10?
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
Use Rules Engine to create CTAs containing info from Dataset result
I ́m using Rules Engine to create CTAs from a CSV file containing hundreds records. In this case i filtered to bring all records with usage above 90. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180704-92685-1dwsuzc-usage_inline.jpg[/img] It bring 3 items [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180704-118264-1uea2pw-dataset_reslujlt_inline.jpg[/img] Now i want to create a CTA showing to the CSM these records and asking him to do some tasks (i ́ve already created the Playbook for this kind of CTA). How can i show in CTA the Account, Relationship, opportunity and SKU of all theses records? Or maybe create a CTA for each record? I do not want to just warn CSM that there are records with usage above 90, I also want to show the records
Is there a way to push more fields to the SFDC Tasks object from Cockpit Tasks?
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?
Syncing Contacts from Tasks or CTAs in Gainsight to Salesforce
I was wondering now with the Summer Release, is it possible to add a contact to the "External Attendee" field when creating an Activity and Task in Timeline, if that contact will sync when the task logs in SFDC and populate the "Name" field? I thought it was supposed to be part of the release but it does not seem to be working. I also wanted to confirm whether or not adding a contact to a CTA in Cockpit will sync with SFDC and have that contact populate the name field. I saw that it might be part of the Fall Release but wanted to make sure. Thank you!
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