Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 365 Posts
- 1,198 Replies
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?
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?
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?
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.
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
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?
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
How can I dynamically assign task ownership to a CSM’s manager when configuring tasks in a playbook? We have Manager as a User ID field on the User object and usually I can get to it when reporting off of the Company object, but I can’t find it when trying to assign the associated Manager to a playbook task.
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?
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
Question: How do we assign a manual CTA to multiple accounts at the same time within a live Cockpit/Plabook?Use case: Showcasing the Email Assist feature within a playbook, we want to make this feature known to the CS Managed teams and offer a CTA each CSM can "opt in to" for each one of their accounts. This feature would be ideal for informational emails that the CSM can choose to send to accounts of their choice. We just need to create a CTA and Playbook that will live within cockpit. And then we could assign the CTA to any CSM account we want (or they could do it themselves). The only thing we don't know at this point is if we can assign the CTA to multiple accounts at one time without using a play. Thanks!
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?
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
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]
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.
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]
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!
Does anyone think Co-Pilot needs to go back to testing? It is nearly impossible to successfully send
After 16-18 hours trying to work with surveys and co-pilots it is hard to imagine this functionaity has been tested thoroughly. Not only are the rules driving distribution not effective in surveys, the email templates and power lists are filled with issues. There is no way to personalize outreach follow-ups. On top of that, them moment you attempt to copy of edit an email template, bugs cause the HTML to create color changes in text and fields that make the emails unsendable. Does anyone have to use an outside program to send NPS survey's?
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.
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