Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 371 Posts
- 1,203 Replies
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.
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
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!
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.
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
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"??
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 ́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
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 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!
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?
This walkthrough shows how to implement Gainsight’s Code Red program in your org. To see an overview of Gainsight’s overall program goals, structure, and process, see our [url=http://access.gainsight.com/20150220-code-red/]Code Red at Gainsight[/url] webinar. This process was developed to create visibility for escalated accounts, assign clear next steps and owners, enable collaboration on escalated accounts, engage executives, and measure progress. [b]Identifying Code Red Accounts[/b] In order to identify an account as Code Red, we create a Call to Action with Priority = Code Red. We use CTAs so we can define clear game plans and track progress. [b]Step 1: Create a Code Red Priority Code[/b] [url=https://s3.amazonaws.com/screensteps_live/images/gainsight/317370/1/rendered/98b53ff9-4a1b-4d82-9d12-faf4b964621f.png][img]https://s3.amazonaws.com/screensteps_live/images/gainsight/317370/1/rendered/98b53ff9-4a1b-4d82-9d12-faf4b964621f_display.png[/img][/url] [list] [*]Click “Ad
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!
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