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Gainsight Inc.

Call to Action (CTA) Detail View (Horizon Experience)

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

Not sure what your team is using? Click here.

 

Introduction

Cockpit List View is displayed in the Cockpit page and C360/R360 > Cockpit section. You can click the name of a 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. 

The CTA detail view is where 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 information on how to configure these views, refer to the Configure CTA Detail View Layouts article.

CTA Detail View 

If you click a CTA's name, you will see the expanded view with the following tabs which includes more information about the customer:

1. CTADV1.png

From 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

If you click on the Details tab, you can:

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

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

Associate Persons 

This 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. You can now view the results as configured.

2. CTADV2.png

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

Tasks Tab

If you click the Tasks tab, you can:

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

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

Timeline Tab 

You can access Timeline Activity from the CTA Detail View to log an 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 page. For more information on this, refer to the Use Timeline to log Activities article.

CTADV-Timeline.png

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.

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 they can be read only from C360/R360 > Timeline.

Additional Options

You can search and filter the activities based on the Activity Type and Date in the Timeline tab. 

CTADV-Timeline4.png

Also, you can click the ellipsis of the logged Timeline activity to view the following additional options:

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

CTADV-Timeline2.png

You can also click on the Comments icon to view the existing comments and add a new comment if required.

CTADV-Timeline3.png

Company/Relationship Tab

Company/Relationship Tab allows CSMs to view or update the existing Company/Relationship data. 

Linked Object Tab

Linked Objects allow CSMs to create and update records directly from Cockpit. The Gainsight MDA objects which have at least one field with a lookup to the company will be 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.

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

Additional Options

Click the ellipsis in the CTA detail view to:

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

3. CTADV3.png

Apply/Replace Playbook 

To apply/replace a Playbook:

  1. In the CTA detail view, click the ellipsis.
  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.

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, say 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. In the CTA detail view, click the ellipsis.
  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 setting.

Note:​ CTAs are un-snoozed automatically at the end of the snooze period, and reappear in the Cockpit List View.

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 C360/R360 > Cockpit section.

To update either Snooze Date or Snooze Reason, click the ellipsis again and change the details as required and click Update.

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

4. CTADV10.png

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, CSMs can now copy a CTA link and share it with any Gainsight User. 

Use Case: For instance, as a CSM you may want to share a CTA with your CSM Manager and want to 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 ellipsis.
  2. Click Copy Link. The link is copied to the clipboard and can be shared with any Gainsight User.

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

5. CTADV6.png

Delete 

You can use this option to delete the CTA and its associated tasks.

To delete a CTA:

  1. In the CTA detail view, click the ellipsis.
  2. Click Delete. A confirmation dialog appears.
  3. Click Yes. The CTA is deleted successfully.