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Gainsight Inc.

Call to Action (CTA) Detail View

Gainsight NXT

 

Introduction

Cockpit List View is displayed in the Cockpit page and C360/R360 > Cockpit section. Click the name of a Call to Action (CTA) to access its details in the CTA Detail View and the task details are displayed if you click the Task tab in the detail view. In Task Views, click the name of the task to open its details on the Task tab in the CTA Detail View.

The CTA detail view is where the Customer Success Managers (CSMs) can update status, add comments, re-assign ownership, adjust the due date, and more. Additionally, various attributes are visible, and potentially editable in these views, depending on how your Admin configured the detail views. For more information on how to configure these views, refer to the Configure CTA Detail View Layouts article.

CTA Detail View 

If you click a CTA name, the CTA Detail View is displayed with the following tabs are displayed:

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From the CTA Detail view, you can:

  • Change the name of the CTA
  • Change the CTA Assignee
  • Edit the Due Date
  • Snooze the CTA. For more information, refer to the Snooze CTA section.
  • Add Associate Persons. For more information, refer to the Associate Persons section.
  • You can Apply/Replace Playbook or Delete CTA from the CTA detail view. For detailed information, refer to the Apply Playbook section.
  • Log a Timeline activity for the particular Company or Relationship, and tied to the specific CTA and create tasks for this activity. For more information, refer to the Timeline Tab section.
  • You can create or link to a transactional object with a lookup to the Company object (for Company CTAs) or associated with the Relationship Type (for Relationships CTAs).
  • Copy CTA link to clipboard
  • Change CTA Reason
  • Change CTA Priority
  • Change CTA Status
  • See information in the read-only fields that are added from admin configuration.

Details Tab

The options in the Details tab allows you to:

  • Change the CTA Owner
  • Edit the Due Date
  • Change CTA Reason
  • Change CTA Priority
  • Change CTA Status
  • Associate Persons

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For more information on editing CTA Name and Details, refer to the Inline Editing in Cockpit Detail View article.

Add Dependent Picklist Values

You can add the dependent picklist values defined by the Admin in the Call to Action page. Each dependent picklist always has a controlling picklist. The dependent picklist values are populated based on the values selected in the controlling picklist. 

When the controlling picklist value is changed, the dependent picklist value is automatically cleared. Once cleared, the old value is not populated in the dependent picklist even if the value in the controlling picklist is reverted back to the old value.

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Associate Persons 

This option allows you to associate persons that are available within the Company or Relationship of a CTA or task.

To add persons:

  1. In the Details tab, click + PERSON.
  2. Perform a search as required and you can now view the results as configured.

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For more information about how to add new persons, refer to the Configure Cockpit List View, General Settings, and Reporting Categories article.

Tasks Tab

The options in the Tasks Tab allows you to:

  • Add Task manually
  • Apply/Replace Playbook
  • Change Task Due Date
  • Change Task Priority
  • Change Task Status
  • Associate Person
  • Close or Delete Tasks

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For more information on editing tasks, refer to the Create Manual CTAs and Tasks and Inline Editing in Cockpit Detail View articles.

Timeline Tab 

The timeline tab from the CTA Detail View is used to log activity for the particular Company or Relationship, and tied to the specific CTA. The Timeline functionality in the CTA Detail View is the same as in C360/R360 > Timeline. You can create tasks for an activity in the Timeline tab and these tasks are added to the same CTA. You can create a task for an activity from the Activity Timeline page and you can see these tasks and their respective CTAs in the Cockpit List View. For more information, refer to the Use Timeline to log Activities article.

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To log activity from the CTA Detail View:

  1. Navigate to CTA Detail View > Timeline tab. All the activities tied to the CTA appear.
  2. Click Add Activity dropdown menu to log an Update, Call, Meeting, and Email or Milestone. The New Activity screen appears.
  3. Enter the required activity and task details in the mandatory fields.
  4. Click Log Activity. The activity is logged to the Timeline.

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Note: Tasks created from Cockpit > CTA detail view > Timeline or C360/R360 > Timeline can be edited or deleted by the owner of the CTA from Cockpit only, and can be read only from C360/R360 > Timeline.

Additional Options

Search and filter the activities based on the Activity Type and Date in the Timeline tab. 

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Click the three-dots icon in the top right corner of the logged Timeline activity to view the following additional options:

  • Edit
  • Share Via Email
  • Copy Link
  • Copy to Clipboard
  • Delete

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Click the Comments icon to view the existing comments and add a new comment.

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Company/Relationship Tab

The company/Relationship tab allows you to view or update the existing Company/Relationship data. 

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Linked Object Tab

Linked Objects allow you to create and update records directly from Cockpit. The Gainsight Matrix Data Architecture (MDA) objects which have at least one field with a lookup to the company are available in the Linked Objects section to link to CTAs.

For more information on how to configure linked objects, refer to the Configure CTA Linked Objects article.

Add a Linked Object

To create a record in a linked object:

  1. In the CTA Detail View, click the Linked Objects tab.
  2. Click the existing linked object or Create New.
  3. Enter the required details in each of the fields displayed.
  4. Click Save. A new record is created.

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Note: You can also De-link and Delete the linked object.

Add/Link Gainsight Renewal Center Opportunity Objects

You can link or add the GS Opportunity to create and update records directly from Cockpit. After admin configures the GS opportunity as a Linked Object in the Call to Action page, you can view the GS Opportunity tab in the CTA Detail view. In this tab, you can either link an existing opportunity record or add a new opportunity directly. For more information on how admins can add Gainsight Renewal Center Opportunity objects for each CTA type from the Linked Objects section, refer to the Configure CTA Linked Objects article.

Business Use Cases: A few business use cases of this feature are listed below:

  • A user wants to create a new GS opportunity or associate an existing GS opportunity with a CTA.
  • A user wants to update/unlink a GS opportunity from a CTA.

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Limitation: You cannot perform inline editing of the fields added to the layout unlike other fields in Cockpit. You must click Save after editing the fields.

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Additional Options

Click the three-dots icon in the top right corner of the CTA Detail View to:

  • Apply Playbook (If not applied already)
  • Replace Playbook (If a Playbook is already applied, you see an option to Replace Playbook to remove the old and apply a new one)
  • Copy link 
  • Snooze a CTA
  • Delete a CTA

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Apply/Replace Playbook 

To apply/replace a Playbook:

  1. From the CTA Detail View, click the three-dots icon in the top right corner.
  2. Click Apply/Replace Playbook. The Apply/Replace Playbook window appears.
  3. Select or search for the playbook you want to apply/replace.
  4. Click Apply/Replace. The playbook is added/replaced successfully to the CTA and can be viewed in the Tasks tab.

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Snooze CTA

The main reason to snooze a CTA instead of closing it is to make sure Rules Engine is not firing similar CTAs. For example, you have configured a rule that triggers CTAs when there are less than 5 logins per week. Then you find out that the customer is on vacation for a month. In this scenario, you could snooze the CTA instead of closing it, and in effect avoid getting another CTA in the next 3 weeks when you know the usage is going to be low.

To snooze a CTA:

  1. From the CTA Detail View, click the three-dots icon in the top right corner.
  2. Click Snooze. The Snooze CTA dialog appears.
  3. In the Snooze Until field, select a date for the CTA snooze to end.
  4. In the Reason field, select the reason for snoozing.
  5. Click Snooze. The Snooze is in effect through the selected date. The Snooze date is based on the individual user's timezone settings.
    Note:​ CTAs are un-snoozed automatically at the end of the snooze period, and reappear in the Cockpit List View.

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You must set the filter view with "Is Snoozed " filter value as true to view snoozed CTAs in the Cockpit List View. Snoozed CTAs also display in the C360/R360 > Cockpit section.

To update either Snooze Date or Snooze Reason, click the three-dots icon in the top right corner again and change the details as required, and click Update.

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You can also un-snooze a CTA manually by clicking the Un-Snooze option, and that CTA reappears in the Cockpit List View. Users can now track the previous snooze date in the same dialog.

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Note: The snooze option and snooze reasons are configured by your Admin. For more information on how to configure the snooze option, refer to the Configure Cockpit: CTA Types, Reasons, Priority, Snooze and Federated Customer Management article.

Copy Link option 

Using the Copy Link option, you can copy a CTA link and share it with any Gainsight User. 

Example Business Use Case: For instance, CSM wants to share a CTA with CSM Manager and review the CTA - Due Date. This option allows you to copy and share a CTA as a link with your CSM Manager.

To use this option:

  1. In the CTA Detail View, click the three-dots icon in the top right corner.
  2. Click Copy Link. The link is copied to the clipboard and can be shared with any Gainsight User.

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The following image shows how a shared CTA appears when a Gainsight User clicks the link.

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Delete 

Use this option to delete the CTA and its associated tasks.

To delete a CTA:

  1. In the CTA Detail View, click the three-dots icon in the top right corner.
  2. Click Delete. A confirmation dialog appears.
  3. Click Yes. The CTA is deleted successfully.

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