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.
The Gainsight Administrator sets up business rules to automatically trigger Calls to Action (CTAs), but you can also quickly create a CTA manually from Cockpit. You might need to add a CTA manually to track an important meeting, or another customer event or risk that you’ve identified. The Cockpit helps provide visibility for you and your team into your workload.
Create CTA from Cockpit
To create a CTA from Cockpit:
- Navigate to Cockpit from the left menu. The Cockpit List view is displayed.
- Click + CTA. The Add CTA window is displayed.
- Enter the following details
Name: Enter a name for the CTA, in the Name field.
Company: Search and select the company name in this field.
Relationship: (Optional) Search and select the required Relationship, if your organization uses Relationships and if you want to create a CTA for this Relationship.
Associate Persons: (Optional) Click + PERSON and add a person who you feel must be informed about this CTA.
Note: The person records you find here depends on the Associate Persons Configuration in the admin page. To learn more about how to configure search fields, refer Configure Cockpit List View, General Settings, and Reporting Categories.
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. After adding a new name, if you want to add the logged in user itself as the owner, click Assign to me.
Due Date: Enter a due date in the Due Date field.
Type: Select the type of CTA from the CTA Type drop-down menu. You cannot modify this field later. This field is displayed as Name in the CTA Detail view.
Reason: Select the reason to create the CTA from the Reason drop-down menu.
Status: Select a status for the CTA from the Status drop-down menu.
Priority: Select the CTA priority from the Priority drop-down menu.
Playbook: (Optional) Select an applicable playbook for the CTA from the Playbook drop-down menu. Once you select a Playbook, all the applicable tasks are displayed below.
Comments: (Optional) Enter comments in the Comments section.
- Click SAVE, to create the CTA. To create multiple CTAs, click SAVE AND NEW.
- 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.
Apart from the fields mentioned above, you may view some additional fields while creating manual CTAs. These additional fields depend on the option selected in the CTA Type drop-down menu. The additional fields for a particular CTA Type is set up by your Administrator.
Update CTA Status
To update the CTA:
- Click the CTA in the list view. The CTA detail view is displayed..
- In the Status field, Change the option from the drop-down list as shown in the image below.
Create Recurring Event CTAs
If you want a particular CTA to be created multiple times at regular intervals, you can mark a CTA as recurring. Administrators can make a CTA Type as recurring so that end users can see the recurring check box in CTA detail view.
Select the Recurring check box to mark a CTA as a recurring event. You can set it to recur Daily, Weekly, Monthly, or Yearly.
For example, if you have weekly or monthly check-ins with a customer, and you want a CTA to automatically remind you to prepare for the check-in, this might be useful.
Note: You cannot associate persons for recurring events.