Cockpit & Playbooks
Share your questions and best practices on Cockpit, CTAs, and Playbooks for Gainsight CS here.
- 365 Posts
- 1,198 Replies
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.
Do you employ a “Waiting on customer response” status type for CTAs? Is this recommended, or is there another way to organize CTAs that are pending a customer response? Any best practices to be aware of when considering implementing this status type? This is to support CSMs in better cockpit organization.
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!
Just wondering If lets say a CTA was created on a product issue and a CSM wants to highlight it to the Product Manager who doesnt really need to be in GS on a daily basis but could use the cockpit on meetings or just have a look at the product issue asks and fixes to plan for the roadmap of the product. Can they get this flagged CTA on their view only license? and if so how would they see it? Or could they signup to get notified via email? Just wondering the view only license use case. Thanks Naquiyah
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
Hi all, Is there a “best practise” or guidance for how many CTA’s are created by account?Understanding there are lifecycle stages, customer segments and other factors to consider I am wondering if less can be more and or there is a “too many” number that can refocus the CSM to admin and maintenance tasks. ThanksRoss
We need to add in additional statuses in the task status pick list within Call To Actions. I thought i had the right Custom field (CSTask.JBCXM__Status__c) and added in the additional items but they don't display within the dropdown within the UI. See screenshots of CTA Task UI any guidance would be greatly appreciated. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20150923-26212-1049zf-GSTaskStatus_inline.png[/img]
Generally speaking, I would like to see more options in views and exports. If this is already available and I am not finding it, great! Point me in the right direction. - any field on the CTA/objective should be available to add to a view or export. I currently cannot add contact name to the view or export. - If we add a custom field, will it be available in views and exports? - Please let me add more than 2 columns to the view and/or let me remove columns - Would be good to be able to reorder columns. I have added Parent Account name but cannot sort by it or move it. - With columns not being resizable, I cannot see most of the content in each column. I have other feature requests around viewing tasks in the cockpit, linking activities to tasks and exporting activities.
My team uses Salesforce tasks to organize their days - it's how we live and breathe, and keep our sanity! When we close out a task, we always use the "Save & New Task" button in Salesforce, because we should ALWAYS have an Open Task for each of our Accounts. Since I want my team living in Gainsight going forward, they are working to transition from their Tasks by creating Manual CTAs on their accounts. I'm starting to get questions on when they close a CTA, is there an easy way to "Close CTA & Create New CTA" all in an efficient swoop? I just want to cut down on a lot of clicks, and want to know what other users have done for this.
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]
This 5 minute video provides an overview of the primary Gainsight enhancements from the March and April 2015 releases. [url=https://vimeo.com/gainsight/review/125074342/d63ef2b781?mkt_tok=3RkMMJWWfF9wsRomrfCcI63Em2iQPJWpsrB0B%2FDC18kX3RUtIr2dfkz6htBZF5s8TM3DU1FBXrVA9EEATrA%3D]https://vimeo.com/gainsight/review/125074342/d63ef2b781?mkt_tok=3RkMMJWWfF9wsRomrfCcI63Em2iQPJWpsrB0B%2FDC18kX3RUtIr2dfkz6htBZF5s8TM3DU1FBXrVA9EEATrA%3D[/url]
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