This article explains how to configure the Cockpit List View, General Settings, and Reporting Categories. To get started, navigate to Administration > Workflow > Calls to Action.

List view field configuration

The List view section determines which six numeric list view fields are visible in the Cockpit. ASV, Renewal Date, Account Rating, Annual Revenue, Year Started and MRR are the six default list view fields.

List View Cockpit.png

Add and Remove Fields.png

 

To configure the list view columns:

  1. Click ‘X’, if you would like to remove a default list view field.
  2. Click + ADD.
  3. Select the required list view fields. (maximum 6 fields).

You can only see all 6 list view fields if you set your browser resolution to 1920. Click Browser Resolutions to learn how the view varies based on various browser resolutions.

Notes:

  • If the length of the attribute is greater than available space, ellipses are displayed and the full value is shown in a tooltip.
  • Text area and Long text area fields cannot be added as list view fields.
  • The selected list view fields in this section are visible in the C360 and R360 > Cockpit section also.
  • In Cockpit, end users can create custom list views, and select their own list view columns. The selected columns will replace the list view fields configured by the Admin in Administration > Calls to Action.

Browser Resolutions

The number of columns you see in the Cockpit, C360 and R360 > Cockpit list view varies according to your browser resolution.
When your browser resolution criteria matches with the number of columns added, you can see all the columns in the Cockpit list view. When your browser resolution criteria doesn’t match with the number of columns added, the columns added first will appear in the Cockpit list view.

Resolution Criteria for Cockpit list view

Listed below are the browser resolutions required for List View Columns in Cockpit tab.

Resolution

List Columns

List Columns
(When a CTA detail view is open)

1024 & 1260 (iPads)

2

0

1261-1439

2

0

1440-1500

3

0

1501-1599

3

1

1600-1799

4

2

1800-1919

5

2

1920

6

3

For example, if your browser resolution is 1600, and you have added 6 Columns, you can only see 4 List Columns in the Cockpit list view, and 2 List Columns when a CTA detail view is open.

Cockpit List View.png

Cockpit Detail View.png

Resolution Criteria for C360 and R360 > Cockpit list view

Listed below are the browser resolutions required for List View Columns in C360 and R360 > Cockpit pages.

Resolution

List Columns

List Columns
(When a CTA detail view is open)

1024 & 1260 (iPads)

2

0

1261-1439

2

0

1440-1500

3

0

1501-1599

3

0

1600-1799

4

0

1800-1919

5

0

1920

6

0

For example, if your browser resolution is 1920, and you have added 6 Columns, you can see 6 List Columns in the Cockpit list view, and 0 List Columns when a CTA detail view is open.

C360 List Columns.png

C360 Detail Columns.png

Note: The above scenario is applicable to List View Columns in R360 > Cockpit page also.

General Settings

cta genl settings.png

In this section you can configure the following:

  • Snooze: Turn on to allow the option to snooze CTAs, when the CSM knows they can't take any action. For more information, refer to Using Call to Action (CTA) & Task Detail Views.
  • Associate Contacts: Allows CTAs to be associated with a particular contact on the account. For more information, refer to Configure Associate Contacts.
  • *Make chatter posts for CTAs: If Chatter is enabled, use this setting to determine at what level posts are collected.
    • If you only want to use comments, choose None.
    • If you want to use Chatter and Comments you will choose Account, Customer, or Call to Action and put a check next to Show Comments.

You can see the following options in the Make chatter posts for CTAs list:

  • Account: Will post all the way up to the account, making the chatter post visible to everyone in the company.
  • Customer: The posts live within Gainsight. Only Gainsight users can see the posts either on the C360 chatter widget or in any CTAs associated with that company.
  • Call To Action: The Chatter post and history will only be visible within that CTA and only for Gainsight users. Once the CTA closes out, that chatter conversation essentially goes away.

* Before you can select the object to post Chatter to, you must enable Feed Tracking for that object in Salesforce Setup. For more information about Chatter setup, refer to Chatter: Integration Overview.

  • Auto-sync tasks to SFDC: When turned on, tasks will be synced to Salesforce and will live in both locations. When one is closed, the other will also close. Gainsight recommends you turn this ON for non-Gainsight users to have visibility from the SFDC Account page.
  • Automatically track email assist emails in timeline: When Admins switch this toggle On, emails sent from Email Assist tasks are tracked as an activity in CTA detail view > Timeline.
    Note: You must add Remote site settings for Email Content to sync back to SFDC task (if Sync is on). Also for the Flag to be updated in Task Detail view for showing if Activity is created or not. For more information about what is Remote Site Settings and how you can add a new site, refer to the Add External Sites in Remote Site Settings section in the  Onboarding Step 1: Install Gainsight & Configure article.
  • Show objectives in C360 Cockpit: Admins can see a toggle button Show objectives in C360 Cockpit. By switching this toggle On, users can see objective type CTAs tied to Success Plans in C360 > Cockpit.
  • Choose ‘From’ email address in email assist: This enables the Admins to select the Logged-in User or Email Assist Domain Configuration as the From address in Email Task. For more information, refer to Choose ‘From’ email address in email assist.

When you complete the settings in this section, click SAVE or click CANCEL.

Configure Associate Contacts

Admins can configure lookup fields using search and filter criteria for associated contacts (at both account and relationship levels). This helps to fetch the search results more efficiently by narrowing down the number of results in the fetch query. All of the associated contacts configured here can be selected in the Account and Relationship CTA Detail View - Contacts field. This configuration is per Account and Relationship type. 

To configure search and filter criteria:

Associate Contacts Settings.png

  1. Click the gear icon. The Associate Contacts Search Configuration dialog box is displayed.
  2. Enter the required information as displayed in the following image:

Search and Filters.png

  1. Search Fields: By default, Contact name and Email are added to this section. Admin can add:
  • Contact object fields
  • At least one field mandatorily
  • A maximum of four fields

Note: Only searchable fields are available in this drop-down list.

  1. Filters:
  • Contact Object: At Account level: admin can select Contact object or Account Contact Relation object. 
    At Relationship level: admin can select Contact object or Account Contact Relation object or Relationship Contacts object. To learn more about Account Contact Relation object, click Account Contact Relation object.
  • Account fields: All the accounts fields in the Contact object or Account Contact Relation object or Relationship Contact object (at relationship level) are available here.
  • Admin can use +FIELDS to add fields to filter criteria. Account/Relationship level - By default, Contact Account ID = CTA Account ID is added
  • Admin can modify the expression as required.
  1. Click SAVE to save the configuration or click CANCEL.

Config AccountContact.gif

Account Contact Relation Object

Salesforce offers AccountContactRelation object (junction object), in which a single contact can be tied to multiple accounts. If your org uses this object in Salesforce, you can configure it in Gainsight, instead of the regular Contact object. Once configured, CSMs will be able to search and find the contacts associated with multiple accounts in the Email Assist and Associate Contacts option in Cockpit, along with the contacts on the primary account.

You must first set up contacts to multiple accounts from Salesforce to see the AccountContactRelation object in Gainsight. For more information on how to set up contacts to multiple accounts, refer Set Up Contacts to Multiple Accounts

Note: Contact your Salesforce Admin for assistance.

Setup Multiple Contacts.gif
 

Use Case: For instance, a Company X has multiple Account IDs (Sales Account ID and Technical Support ID). Once admins configure the associated contacts on the AccountContactRelation object, instead of the regular contacts object, in Gainsight. CSMs will now be able to search and see all the contacts associated with both Sales and Technical Support Accounts, provided the Company X is using AccountRelationContact object in Salesforce.

Important: Once you configure the AccountRelationContact object in Gainsight, and if your Salesforce admin disables Contacts to Multiple Accounts from Salesforce, keep in mind that doing so deletes all indirect account-contact relationships. Only the associations between a contact and its primary account will remain. And within Gainsight, Admin and CSMs will see error messages on the UI, as shown below.

On Gainsight Admin page:

Error Message Admin.png

On Account/Relationship CTA Detail view:

Error Message CSM.png

NOTE: The contacts which are associated to a CTA, Task and Email Assist from cockpit detail view are sorted in AssociatedRecord Object.

Choose ‘From’ email address in email assist

Admins can customize the ‘From’ email address in Email tasks at both the Account and Relationship levels. Refer to the following image:

choose from email.png

Admins can select:

  • Logged-in User: By default, this option is selected. This cannot be de-selected.
  • Email Assist Domain Configuration: If this option is selected, the domain(s) configured in Email Configuration is displayed in the consumption area.

    To configure the domain:

  1. Navigate to Administration > Email Configuration > COMPLIANCE.

add domain.png

  1. Click + ADD DOMAIN to add a new domain. For example, GainsightSupport.com. Multiple domains can be added.
  2. Click SAVE to save the configuration.

Refer to the following image to view the domain name as configured in Email task :

edit email.png

Reporting Categories

There are specific default reporting categories configured for each CTA element. Admins can edit and delete the default reporting categories and add new categories. When Admins create or edit a CTA element, it can be mapped to a common CTA element category. To configure the reporting categories in the CTA type section:

  1. Navigate to Administration > Calls to Action > Call to action type section.

  1. Click REPORTING CATEGORIES button. CTA Type Categories dialog appears.

  1. Click the X button to delete a default category. Click the pencil (Edit) icon to edit the Reporting Category Name.
  2. Click +CATEGORY to add a new category. Admins can see the specific categories while creating or editing a CTA element.

Notes:

  • Configuration of reporting categories for other CTA elements is similar to the CTA type.
  • If a reporting category is mapped to any CTA element which is used in the Cockpit, it cannot be deleted from the CTA configuration.
  • Using the Reporting Categories button, Admins cannot add, edit or delete a CTA status reporting category. This button is provided just to view the default reporting categories.