Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 356 Posts
- 1,175 Replies
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
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
Email Assist: I am able to select inactive contacts
When I click "Approve and Send Email" in an Email Task, and it pulls up the template editor, I am able to search for inactive contacts in the TO field. There are a number of cases where duplicate contact records have been previously created for some reason and one of them set to inactive. There needs to be a way to filter out any contacts that are not active.
Drag and drop task order on a CTA
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?
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?
Trigger CTAs Based on Absence of Timeline Activities
Recent contact with your customers is one sign of a healthy partnership with them. If you are using Gainsight’s Timeline feature, your customer managers are hopefully logging the most meaningful events and interactions with their customers as Timeline Activities. If your customer managers have not ‘touched’ a customer recently, and therefore logged a Timeline Activity, you may want to trigger a Call to Action (CTA) and assign it to the CSM, so they can reach out. These [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Examples_and_Tutorials/Tutorial%3A_Trigger_CTAs_Based_on_Recent_Timeline_Activities]instructions[/url] explain how to trigger a CTA using a bionic rule based on an absence of Timeline Activities for an account in the past 2 weeks. You can adjust that window based on your business needs. The first rule contains two dataset tasks that pull in Account IDs and Timeline data, and then merge the datasets into one based on your field mappings. T
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]
Mapping custom colors for Success Plans and CTAs
Hi Team, In the “Color Mapping” section I was trying to map the Success Plan and CTA fields but found that we cannot do it for all the fields.Some of the fields areIs closed - Green color Is overdue - Red color Am I missing out on anything or this is yet to be enabled?
Can i use the Rules Engine Action Type: Load to SFDC Object to upsert records in the "Call to Action
We have been trying to update a number of CTAs from an existing CTA type to a new one. The approach was through the Rules Engine, Action Type: Load to SFDC Object. The problem we encountered was that, although we have access to 'Call to Action" object in SFDC, we were unable to find the "Call to Action" object to grant permission in the "Permissions - Rules Load Actions" functionality.
CTA Config: Provide a "none" option in Open/Close Milestone mapping
I want to set the Open and Close Milestone mapping on CTA configuration to none or null, because we do our own milestone mapping via rules. I cannot do that manually so I had to call support to ask them to do it. THis should be an available option to admins. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/image001-ce5fabf6-f147-4714-8a68-6033357a4a33-5046065.png[/img]
Bug when grouping CTAs by dates
Our CSMs would like to group CTAs by this "next renewal date" field we've implemented into the cockpit view. however, when the grouping is done, it doesn't sort the groups chronologically whatsoever, it groups them correctly but the groups are just all over the place.
What happens to a playbook task if the customer has no CSM assigned?
Hi everyone,we’re starting to implement Playbooks and we have a couple of them where the owner is Customer > CSM. So my guess is that the Task is created in the queue/timeline of the CSM, when a customer triggers a playbook.My question is: what happens if the customer has no CSM assigned (like Light Touch ones?) Should we create a parallel playbook to manage those accounts in a different way? Thanks!
If I delete a Playbook that has been used previously, will it impact existing or closed CTAs?
We reviewing and revising our Phase 1 playbooks and find that some need to be retired. If I remove a playbook that has previously been used (both open and closed) will those CTAs to which this playbook was attached be impacted? I tested this in our Sandbox and it seems as if the CTA remains intact, despite removing the playbook, but I'd like to get confirmation from either product management or someone else who has encountered this before. Many thanks!
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.
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!
Call to Action Due Date
Our team would find it really helpful if we were able to set Call to Action due dates based on additional parameters vs. just 'X' number of days from CTA fire date. Our particular use case is tied a new beta Onboarding program. We fire the call to action based on the opportunity booked/won date, which could be 7/1 but the team would like the due date of the call to action to be tied to 'X' number of days to when the products are scheduled to go live (not when the opportunity was booked/closed won), which could be days, weeks or even months later. I don't believe there is any way around this but would be interested to hear if others could use this same function or have found a work around to solve for a similar need.
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