Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 354 Posts
- 1,177 Replies
Best Practice: Build Your Code Red Process in Gainsight
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
Workflow recommendations for Customer Escalations
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.
Do not generate CTA in new Rule Action if all Identifiers are identical
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
Disable "Milestone" button on CTA
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.
How resolved does a Risk need to be, before you close the CTA?
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?
Are you able to show a compiled list of Objectives for a single user (not all)?
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!
CSM has attempted to log a call or a meeting in Gainsight and cannot save the tasks.
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]
Help. Is it possible when viewing (all) CTA's to have New show on top, rather than Closed?
[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!
Question. Is it on the Roadmap to expand the Document section and it's capabilities?
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!
Why use CTA Types in Gainsight? Here is an example
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]
Process to "Unsync" select tasks
So, we have on auto-sync (when it's fixed). There are times where our CSMs use a CTA status of Not Valid because they believe the CTA generated in error. We'd like to be able to have a process that unsyncs the tasks for that CTA from SF without the CSM or someone having to manually do it. I thought it might be possible to do from the Rules Engine, but I'm not having any luck. Best I can put together is that since I'm trying to interact with the task in GS, there's not a way I can tell it to make the Auto-Sync false in the Set up Actions. Any suggestions?
Join Types in Merge Tasks Made Easy
Watch this fun DIY video from Karl Rumelhart, Gainsight's Chief Product Officer, where he demystifies join types in bionic rules' merge tasks! In the first few mins., he reviews the four types of joins available, and then he demonstrates an example of how to identify which customers don't have any CTAs using joins in a merge task. [video]https://player.vimeo.com/video/259732612[/video] For written details on join types, click [url=https://support.gainsight.com/Product_Documentation/Rules_Engine/Admin_Configuration/Join_Types]here[/url]. Got a topic you'd like to drop some knowledge on? Record your DIY video and share it in the Community! More details [url=https://community.gainsight.com/gainsight/topics/share-your-diy-video-tutorials-on-the-community]here[/url].
How do you get comments to stop piling up on CTA's?
With many of our CTA's the comments just continue to add on to the CTA, rather than standing alone. It becomes really confusing. For example, we have a CTA for every NPS score that comes in. When the CTA is created we just need to see who the NPS score was from and their comments, but it just keeps adding anyone from the account that has submitted an NPS and what that score was. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180226-22764-1yc69dd-Screen_Shot_2018-02-26_at_1-31-51_PM_inline.png[/img]
Issue with opening CTA due to Linked Object
I've seen this happen with enough customers lately that I figured it would be worth raising here. I've had at least 3 or 4 customers in recent weeks (Frontline, GlobalEnglish and Integrate come to mind) that have had an issue with creating a CTA and then not being able to view it in the cockpit or C360. See below: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180228-118227-1p74cpb-Screen_Shot_2018-02-28_at_10-31-47_AM_inline.png[/img] The fix each time has been to go to the Call To Action setup in Administration and unlink the Linked Objects on that specific type of CTA (it's usually been risk or activity). After the Linked Object is unconnected, the CTA can be viewed just fine. I believe at some point in the recent past we started automatically linking objects to those CTA types, and it appears be causing the issue documented above. Obviously, this is causing a negative user experience and probably leading to an influx of support tick
Playbooks not available error message / CTAs dropdown blank
Hi, has anyone else experienced a "Playbooks not available" error message, and/or a blank dropdown in the Reason field when adding a CTA? I've seen this behavior for multiple users across our org, many times, during a training and in their day-to-day. I'd love to learn if other orgs have experienced this too and how best to solve. I've asked our users to refresh, close out of and restart Gainsight, which only works sometimes. It has been disruptive to workflow as our users are updating multiple CTAs from their Cockpit. Thanks!
Question. How are you using Gainsight to track multiple departments that touch an account? And then report on them?
When an account comes on board with us, it can be touched by up to several departments - depending on the account. As we start to bring on more internal users to Gainsight, we're wondering how other companies are tracking multiple departments and their use in Gainsight. From both the customer side and the internal side.
If I complete a task that is assigned to someone else, who shows as completing it?
I all the tasks and the CTA are assigned to an owner, and I click something as completed, who does it show as having completed it on the backend? The owner of the task/CTA or the person who actually checked it off as completed. As an admin sometimes I end up checking something off on behalf of the owner, but I want to make sure that on the backend it is not showing up as I have completed it.
Is it possible for the linked Contact on a CTA to sync with Salesforce?
I was wondering if there was a way this up in Gainsight (or Salesforce). When a CTA is created with a linked contact and then that CTA syncs to the Salesforce "Call to Action" object, that we could have that linked Contact also populate in the salesforce record? I was trying to edit the layout of the Call to Action object and there was no option for "Contact". I am just curious into why this field wouldn't be included, seems to be relevant that the contact associated with the CTA also sync with the Salesforce log. Especially when the default pushes "CTA Type" and "Reason" which are CTA specific fields. Not sure if there is a workaround on this or if this is just not supported. Thanks!
Link Opportunity tasks to CTA
We have recently enabled linking CTA to Opportunity and this feature is fantastic! The current ask is for this linking to be established between Opportunity tasks and CTAs. Right now the tasks created in the CTA sync with the Account object instead of the Opportunity object in question. Ideally we would like these tasks to sync to the Opportunity in most cases so activity tracking and next steps are clearly linked to the Opportunity they are associated with. This will be especially helpful in cases where Opportunities are handed off so the associated completed tasks and pending tasks are clear to the team member that takes over. The next ask is that if someone creates a task in SFDC on a linked CTA, that task is merged into the CTA as well. This might be a tougher ask but certainly worth mentioning. If one or both of these asks can be incorporated as an option on the CTA that would be great!
Already have an account? Login
Login to the community
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.