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Gainsight Inc.

Create Manual CTAs and Tasks (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.

 

This article explains how to create Manual CTAs and Tasks to effectively manage your work.

Overview

The Cockpit is the CSM/AM team’s home base for viewing and managing key customer activities. The backbone of Cockpit is Gainsight system alerts called Calls to Action (CTA). A CTA is an alert that can be added manually by a user or automatically using business rules. CTAs can be used to manage and track your activities like Low Survey Scores, Upsell Opportunities, Possible Customer Churn, Customer Engagement, and so on.

This article explains how to create manual CTAs and Tasks to effectively manage your work. There are five types of calls to action available by default: Risk, Expansion, Lifecycle, Objective (for Success Plans), and Activity (from Timeline).

Use Case: As a CSM, you may want to track an important meeting, a customer event, or a risk that you’ve identified. In such scenarios, you can create manual CTAs and Tasks, not only to track important initiatives but also to provide your team visibility into your workload.

Create CTAs from Cockpit

Perform the following steps to create CTA from Cockpit.

  1. Navigate to Cockpit from the left menu. The Cockpit List View is displayed.

  2. Click Create CTA. The Create CTA window is displayed.

  3. Enter the following details

    1. Name: Enter a name for the CTA, in the Name field.
    2. Company: Search and select the company name.
    3. Relationship: (Optional) Search and select the required Relationship.
    4. Due Date: Enter a due date in the Due Date field.
    5. Owner: Enter the name of the CTA Owner in the Owner field. By default, the logged-in user’s name is displayed in this field. You can modify this and add a new name.
    6. Type: Select the type of CTA from the CTA Type dropdown list. Important: You cannot modify this field later.
    7. Reason: Select the reason to create the CTA from the Reason dropdown list.
    8. Priority: Select the CTA priority from the Priority dropdown list.
    9. Status: Select the status of the CTA from the Status dropdown list.
    10. Comments: (Optional) Any extra information in the form of notes or comments can be added in this section.
    11. Playbook: (Optional) Click Click here to select Playbook, search and select an applicable playbook from the list. Once you select a playbook, all of its associated tasks are displayed. Also, you may modify the owner of each task, if required.
    12. Click Apply.
    13. (Optional) Click +Add More Details
      Associated Persons: Search and add the person whom you want to associate with this CTA.

Notes:

  • The person records you find here depend on the Associate Person Configurations in the Admin area. To learn more about how to configure search fields, refer to the Configure Cockpit List View, General Settings, and Reporting Categories article.
  • Apart from the fields mentioned above, you may view some additional fields while creating manual CTAs. These additional fields are dependent on the CTA Type selection and will be set up by your Administrator.
  1. Click Save to create the CTA.

Notes:

  • You cannot modify Playbook/Playbook Tasks while creating a CTA.
  • If you do not select a playbook here, you can still use the Apply Playbook button from the CTA Detail View. You can also use the Replace Playbook to replace an existing playbook.

Apply Playbook

Click Apply Playbook to add a playbook and its associated tasks to your CTA.

You can apply a playbook in three possible ways:

From CTA Detail View

To apply Playbook:

  1. In the CTA Detail View, click the ellipsis in the top right corner.
  2. Select Apply Playbook.
  3. Search and select an applicable playbook from the list and all its associated tasks are displayed.
  4. You may modify the owner of each playbook task if required.
  5. Click Apply to add the playbook.

From Tasks Tab

Method 1

To apply Playbook in case no playbooks are already applied:

  1. In the CTA Detail View, navigate to the Tasks Tab.
  2. Click Apply Playbook.
  3. Search and select an applicable playbook from the list and all its associated tasks are displayed.
  4. You may modify the owner of each playbook task if required.
  5. Click Apply, to add the playbook.

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After you apply a Playbook, if required, you can always replace an existing playbook by clicking Replace Playbook from the CTA detail view shown below.

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Method 2

To apply additional Playbook:

  1. In the CTA Detail View, navigate to the Tasks Tab.
  2. Click Add Task and select Apply Playbook.
  3. Search and select an applicable playbook from the list and all its associated tasks are displayed.
  4. You may modify the owner of each playbook task if required.
  5. Click Apply, to add the playbook.

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Create Tasks in a CTA

You can create tasks manually either before or after adding a playbook as shown in the steps below.

Add Tasks when Playbook is not Applied

To add tasks when Playbook is not applied:

  1. In the CTA Detail View, navigate to the Tasks Tab.
  2. Click Add Manually.
  3. Enter the following details:
    1. Name: Enter the name of the task in the Name field.
    2. Due Date: Enter a due date in the Due Date field.
    3. Owner: Enter the name of the CTA Owner in the Owner field. By default, the logged-in user’s name is displayed in this field. You can modify this and add a new name.
    4. Priority: Select the task priority from the Priority dropdown list.
    5. Status: Select the task status from the Status dropdown list.
    6. Description: (Optional) Any extra notes or information regarding the task can be added in this section.
    7. Associated Persons: (Optional) Search and add the person whom you want to associate with this Task.
  4. Click Save to create the task. 

Add Tasks after a Playbook is Applied

To add tasks after a Playbook is applied:

  1. In the CTA Detail View, navigate to the Tasks Tab.
  2. Click Add Tasks and then select Add Manually.
  3. Enter the following details:
    1. Name: Enter the name of the task in the Name field.
    2. Due Date: Enter a due date in the Due Date field.
    3. Owner: Enter the name of the CTA Owner in the Owner field. By default, the logged-in user’s name is displayed in this field. You can modify this and add a new name.
    4. Priority: Select the task priority from the Priority dropdown list.
    5. Status: Select the task status from the Status dropdown list.
    6. Description: (Optional) Any extra notes or information regarding the task can be added in this section.
    7. Associated Persons: (Optional) Search and add the person whom you want to associate with this Task.
  4. Click Save to create the task.

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In the Tasks tab, click the ellipsis on an existing task and select Delete, if you wish to delete the task.

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Update CTA Status

You can update the CTA Status in three possible ways: 

Method 1

In the Cockpit List View, click the radio button of the CTA Name to mark the CTA as Closed Success. You can again click the same radio button to mark the CTA Status as New

Note: In the Cockpit Admin, the Default Open Status and Default Closed Status are set to New and Closed Success respectively, and these are not the fixed values. If required CSMs can change the status as per their choice, by clicking the Status dropdown list.

Method 2 

In the Cockpit List View > Status Column, select the required status from the Status dropdown list.

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Method 3

  1. From the Cockpit List View, click the required CTA Name. The CTA Detail View appears.
  2. Select the required status from the Status dropdown list.

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Note: Click the Star icon beside the CTA Name to mark it as important.