Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 365 Posts
- 1,198 Replies
One of our CSMs created a recurring CTA for monthly review calls, and in doing so, the recurring CTAs have the correct due date, but when she adds the playbook, the task due dates are showing based off the CTA create date and not the CTA due date. I was thinking that if she waited the add the playbook until the CTA was due that would correct, but it would still show the CTA as being assigned on the day she set the recurrence. Any suggestions?
Formatting in a CTA description field consistently gives me issues with formatting. I open a new CTA - go to the description field - attempt to add text and it doesn't allow me the opportunity to type...at all...I have no idea why. I close the CTA and go back in - same experience. It doesn't allow me to copy and paste text in either. This happens randomly and I don't understand what causes it. I can show you firsthand and also have a screenshot of what it looks like when I FINALLY can add text - you can see it cuts it off. Frustrating :( [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170227-45201-1tsbcg0-CTA_Issues_inline.png[/img]
A few customers have reported extra Sponsor Tracking CTAs appearing in the Cockpit. This is due to our engineering team making infrastructure changes to our Sponsor Tracking feature to ensure greater accuracy and reliability. This update may lead to the generation of extra CTAs since backlog data was refreshed. We expect these extra CTAs will continue to be generated for the next week, and then will subside. If you are experiencing this issue, please mass close the ‘Sponsor Tracking Notification’ CTAs. Instructions for using the CTA mass edit feature are a[url=https://support.gainsight.com/hc/en-us/articles/206213687-Release-Notes-Version-4-27-May-2015]vailable in our Product Release notes on ‘CTA Mass Edit’ [/url]. Filter for CTA’s named ‘Sponsor Tracking Notification’ (this is the name of your Sponsor Tracking notification rule) and filter on ‘Created Date’ greater than or equal to July 2nd, 2015.
This is not really a problem but there is a learning curve with the new UI. The cockpit area of the older UI was much better . Example : The task column said "2 task" whereas the new UI does not use the word task but shows "0/2" which is not very intutive for a new user. Additionally , When a CTA goes overdue the older UI showed a very clear icon, however new UI it shows closer to the date is so small that it is barely visible. Additionally we used have the option to filter teh CTA by owner, this filter is kind of hidden on the right side of the UI, in addition to it , it does not work.
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]
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!
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!
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
Today we published an article on Gainsight Go which walks you through the steps of adding Chatter to the 360. You can find the article [url=https://support.gainsight.com/hc/en-us/articles/205170318-How-To-Add-Chatter-To-The-Customer-360]here[/url]. We'd love to hear your feedback and answer any questions you may have.
We are customizing our CTA's so the CSMs do not have to search for information to inform their outreach. We are having issues with connecting information: 1) How to pre-populate Contacts field with primary contact? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161209-15479-1pgvyot-Screen_Shot_2016-12-09_at_3-02-25_PM_inline.png[/img] 2) How to populate contact information? We linked the Contact object to pull in a contact's information on the account. As opposed to displaying the applicable fields, it's asking to either create new or link to an existing account. I tried to link it to an existing account, but the account does not show up in the search. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161209-16859-1m4jpno-Screen_Shot_2016-12-09_at_2-53-20_PM_inline.png[/img] 3) How to populate case information on the CTA? We are running into the same issue from #2 where the acc
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 am working with a customer to roll out success plans. They have discovered that the Objective CTAs show up in cockpit inherently. Could we add a global filter to exclude these from Cockpit from the admin section? They are concerned about all of their users having to create custom views to exclude the objective CTAs. Another solution(under consideration - [url=https://community.gainsight.com/gainsight/topics/global-filters-for-cockpit]https://community.gainsight.com/gainsight/topics/global-filters-for-cockpit[/url]) could solve this issue if we allowed Admins to push out views to all users.
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.
I have 2.5 questions for Success Plans: [list=1] [*]Is it possible to include the "Comments" box for each Objective when you export the Success Plan to PPT? Sidenote, is there a way to export success plan summary (customer name, objective, success criteria, due date, comments) to one PPT slide instead of individual slides? [*]Can we remove Success Plan Objectives from cockpit view in C360? Every single customer has at least one success plan with at least 5 objectives and it's creating a lot of noise in the Cockpit. We prefer to keep those objectives in the widget area only (if possible).[/list]Thanks for your help! Linda
We have the use case for an account that has product X, create an event CTA every second monday of the month that fires the playbook "account health check". When I went through support they explained I could manually add an event to an account and schedule it recurring but this has some drawbacks. 1. All of the recurring CTA's are fired all at once, this really clutters the cockpit with CTA's. 2. You can't assign a playbook, and so you would have to manually add tasks to all of those CTA's 3. You can't automate the assignment, so as new customers sign up you are creating the recurring CTA/tasks manually. I understand ideally your account health checks would be risk CTA's that fire on conditions. It would be useful for people starting out in success, new product offerings where data integration to gainsight hasn't happened but the product is being sold, or where the data for risk CTA's isn't available to Gainsight but in another system; this may be a good stop gap as you b
We want to take advantage of the new CTA File attachment feature, but would like for files to be visible for everyone within our org. Can you provide instructions for setting this up *without* restricting access to attached files? I've already looked here: [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/04_Configure_Call_to_Action_(CTA)_and_Tasks_Detail_View_Layouts#Enabling_CTA_File_Attachment]https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/04_...[/url]
Customer Question: For CSM teams with a 1:many model, does anyone track webinar attendance as a touch? We'd like to funnel registration information from GoToMeeting (Webex) into GonG and automate a follow up but there is currently no integration from Webex to SFDC. Is there another way to accomplish this goal?
-- Ask from one of the Customer -- 1. In Timeline for an account, I logged a call and filled in the “Notes “field, naturally. I also created a future task, which results in creating a CTA called “Test 1 (Example one)” 2. Here in the cockpit, I can see my CTA and future task. But the “Notes” field is not available to me, in the detail of the CTA. There’s a “Comments” field in the CTA but no “Notes” field is available to be displayed. Is there a way to display the Note field that I filled out while logging an activity in the timeline, when that activity becomes a CTA? Based on gathered inputs I get to know both Activity & CTAs are independent entities, except name nothing will be copied, that's how it was designed. Is there any future plan to add that Notes section of Timeline in CTA Section ?
In the Playbook Editor, when you save a task with the date set as "CTA Due Date - 0", then re-open it, the numerical value for 0 is gone and needs to be re-entered each time. Makes it a headache to go through and edit multiple playbook tasks in a row. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160822-38937-f1e2im-gsplaybookerror1_inline.png[/img]
I was attempting to test the new "Send an Email from Cockpit " feature, and the documentation ([url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/01_Send_Email_Tasks_from_Cockpit_(aka%2C_Email_Assist)]https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/01_Send_Ema...[/url]) threw me a little. It says that the task should say "Preview and Send Email" in the Task Details screen, but in my environment it says "Approve and Send Email." I wasn't sure if that meant when I click it it would give me the ability to edit first and then send. Turns out, it does...however it is a bit confusing when trying to follow the docs and it doesn't match. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160830-14180-m0p1ms-Screenshot_from_2016-08-30_13_22_33_inline.png[/img]
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