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Configure CTA Detail View Layouts, Custom Fields, and Views in Cockpit

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This article helps admins configure CTA Detail View layouts, manage custom fields on the Call to Action object, and configure views in Cockpit.

Overview 

As an admin, you can configure CTA Detail View layouts, manage custom fields on the Call to Action object, and configure views in Cockpit. You can customize the CTA Detail View layouts for each CTA type to include custom fields from the Call to Action, Company, and Relationship objects. This allows you to create focused forms that show or collect information from CSMs directly in Cockpit.

You can bring in fields from the following objects and their lookup objects into the CTA detail View:

  • Call to Action Object: Fields appear on the Details tab.
  • Company Object: Fields appear on the Company tab.
  • Relationship Object: Fields appear on the Relationship tab. This is available only for customers who have Relationships enabled in Gainsight.
  • Linked Objects: Fields appear on their respective linked object tabs.

You can also define how each field behaves in the CTA lifecycle to ensure consistent data entry and control field visibility for CSMs. Configure a field to be:

  • Mandatory, Read-only, or Editable only during creation.
  • Mandatory to close to require values before closure.

Configure CTA Detail View Layouts 

Admins can configure the CTA Detail View layout for each CTA type by adding fields from the Call to Action, Company, and Relationship objects. To access the layout configuration, navigate to Administration > Cockpit > Call to Action tab and select a CTA type.

The Call to Action tab lists your CTA types. Summary cards at the top show the following counts:

Tile Description
Total CTA Types Total number of configured CTA types.
Active CTA Types Number of CTA types currently active.
Inactive CTA Types Number of CTA types currently inactive.
Company & Relationship Type Number of configured Company and Relationship type combinations.

To find a CTA type, use the search bar, or click Filter By to filter the list by Company or Relationship Types.

find a CTA type, use the search bar

The layout editor shows the following tabs: Details, Relationship, Company, GS Opportunity and any linked object tabs added through Add Linked Objects. The left pane lists available fields from the selected object. The right pane shows the layout with groups where fields can be placed.

layout editor shows the tabs

To configure CTA Detail View layouts:

  1. Navigate to Administration > Cockpit > Call to Action. The CTA Types list appears.
  2. Click the three-dots horizontal menu for the CTA type you want to configure and select Edit. The layout configuration for that CTA type opens. Layouts are configured per CTA type.
  3. Click a tab, for example, Company. 
  4. Search for the required fields in the search bar above the Fields list.
  5. Drag the required fields into an existing group or click Add Group to create a new group. To rename a group, click the group name and enter the new name.
    Note
    • The Details, Company, and Relationship tabs show fields from their respective objects and lookup fields.
    • The Default Group cannot be deleted. Custom groups can be removed using the trash icon.
    • Fields with a pencil/gear icon can be edited. Fields without one, such as Created Date, are Fixed System Fields and cannot be modified.
    • The Enable sharing toggle makes a group's fields visible under CTAs when a Success Plan containing them is shared with a user who also has CTAs.
    • CSMs cannot see the Company and Relationship tabs when those tabs have no fields in their layout.
  6. Click the gear icon next to a field in the layout editor. The Field Settings panel opens, showing the field path and configuration options.
  7. In the Display Name field, enter the name you want end users to see in the CTA Detail View. 
  8. Under Editing Options, choose how the field behaves:
    • Editable: Users can modify this field at any time.
    • Read-Only: The field is permanently locked and cannot be edited.
    • Editable Only During Creation: Users can modify the field only when the CTA is being created. After saving, it becomes read-only.
  9. Under Mandatory Options, choose one of the following:
    • Non-Mandatory: Users can leave the field blank.
    • Mandatory: Users must fill in the field before saving or submitting.
    • Mandatory to close: The field is only required when the CTA is being closed.

      Users can modify the field only when the CTA is being created

Note

  • The Mandatory to close option is only available for editable fields. It is not supported for fields set as Read-Only, Editable Only During Creation, or those already marked as Mandatory. In these cases, consider setting a default value instead.
  • The Mandatory to close setting is not supported for fields from Salesforce-linked objects.

  1. Click Save CTA Type. The layout is saved and applied to the CTA type.

the layout is saved and applied to the CTA type

Make a Field Mandatory in a CTA Layout

To make a field mandatory in a CTA layout:

  1. Navigate to Administration > Cockpit > Call to Action tab > CTA Detail View Layouts.
  2. Select the CTA Type you want to edit.

    make a field mandatory in a CTA layout

  3. In the Mandatory Option section, select the Mandatory checkbox for the desired field.

    select the Mandatory checkbox for the desired field

  4. (Optional) Enter a Default Value if you want it pre-filled in CTA creation flows.

    efault Value if you want it pre-filled in CTA creation flows

  5. Click Save.

  • If a field is both mandatory and read-only, a default value is required.
  • The mandatory to close option applies only to editable fields.
  • Default values automatically populate in Rules Engine, Success Plan Templates, and Timeline CTA creation.
  • If no default is provided, automated flows continue, but users must provide a value on the next edit or save.
  • Mandatory fields apply to both manual and automated CTA creation.
  • Gainsight automatically prevents invalid combinations and displays an error message when you try to save unsupported configurations.

Supported Combinations of Editing and Mandatory Options

Admins can combine Editing Options and Mandatory Options to control how a field behaves in the CTA lifecycle. Once you choose the field’s editing and mandatory settings, the following combinations determine how these options interact.

Editing Option Mandatory Option Configuration Support Description
Read-Only Non-Mandatory Supported The field is optional and not editable. Use this for system-generated or reference fields such as Age or Created Date.
Read-Only Mandatory Supported with Default Value The field must have a default value, since users cannot enter or edit it. Admins must define a default to avoid validation errors during CTA creation.
Read-Only Mandatory to close Not Supported This combination is not supported because users  cannot enter data into read-only fields at closure.
Editable Non-Mandatory Supported The field is optional. Users can leave it blank while creating or editing a CTA.
Editable Mandatory Supported The field is required. Users must fill in a value before saving or updating the CTA.
Editable Mandatory to close Supported The field is optional when creating or editing the CTA, but it must be completed before closing it.
Editable only during creation Non-Mandatory Supported The field can be filled only during CTA creation. Users can leave it blank, but it becomes locked once the CTA is created.
Editable only during creation Mandatory Supported The field must be completed at the time of creation. After the CTA is saved, the field is locked and cannot be changed.
Editable only during creation Mandatory to close Supported This combination is invalid because the field is locked after creation and cannot be updated during closure.

Example Business Use Cases

Scenario Recommended Setup
You want a system-generated field like Company Name to display but not be editable. Read-only + Non-Mandatory
You want a key field like Opportunity ID that must be entered once and never changed. Editable Only During Creation + Mandatory
You want to collect closing comments when a CTA is completed. Editable + Mandatory to Close
You want an optional Note field for context. Editable + Non-Mandatory

Make a Field Mandatory to Close a CTA

Admins can configure specific fields to be mandatory only when closing a CTA.

  • This setting applies only to editable fields.
  • It cannot be combined with read-only, editable only during creation, or fields already marked as mandatory.
  • If a field should always contain a value, add a default value instead.

 

Example: Use this configuration for Closure Comments fields to ensure key closure information is recorded before closing a CTA.

How Field Settings Apply to Automated CTA Creation

Field settings like default values and editability behave differently when CTAs are created or updated automatically through Rules Engine, Success Plans, Timeline, or APIs.

  • Automated Creation through Rules Engine, Success Plan, or Timeline: When CTAs are created automatically, any configured default values are applied to mandatory fields. Existing rules do not automatically populate these default values. If a mandatory field does not have a default value, the CTA is still created, but users must fill in the required value the next time they save or edit the CTA.
  • Automated Updates through APIs: The field editability settings - Read-only, Editable, or Editable only during creation, apply only within the Gainsight user interface. API-based updates can modify these fields when necessary.

Sticky and Fixed Fields in CTA Layouts

While admins can configure most field behaviors, some fields in CTA layouts have predefined behavior and cannot be modified in configuration. These are referred to as Sticky and Fixed fields.

Sticky Fields

  • Name and Type: Always mandatory and read-only.
  • Owner and Status: Always mandatory and editable.
  • Sticky fields cannot be removed from the layout.

Fixed System Fields

  • Age, Modified Date, Company, and Relationship: Always read-only.
  • These are system-defined and cannot be edited or overridden in layouts.

Admins can reorder configurable fields but not sticky or system-defined fields.

Reorder Fields in the CTA Detail View Layout

Admins can drag and drop fields within or across groups to control how they appear to CSMs.

  • The field order in the layout determines the sequence in which fields display on the CTA creation page.
  • Sticky and system-defined fields retain their default positions and cannot be moved.

Show All Fields on the CTA Creation Page

Admins can choose how CTA fields appear to users during creation:

  • Show All Fields on CTA Creation Page (Expanded View): When this setting is turned on, all fields are displayed upfront on the CTA creation page, eliminating the need to Add more details.
  • Cropped View (Toggle Off): When this setting is turned off, only key fields are displayed initially. Additional fields are grouped under Add more details.

To configure:

  1. Navigate to Administration > Cockpit > General tab.
  2. Locate the Show All Fields on CTA Creation Page toggle.
  3. Turn the toggle on or off based on your preferred layout style.

    choose how CTA fields appear to users during creation

  4. Click Save. The change is applied immediately, and CSMs see fields displayed as per the selected layout when creating new CTAs.

Limitations

Consider the following limitations when configuring CTA Detail View layouts:

  • Layout changes such as marking a field mandatory or read-only apply immediately to all CTAs of that type.
  • Existing CTAs retain their previous values until edited or saved again.
  • Fields Required at CTA Closure is not supported for lookup fields or SFDC-linked objects.
  • If a field is read-only and mandatory, a default value must be provided.
  • Sticky fields cannot be deleted or modified.
  • System fields from the Company or Relationship objects are not editable in the CTA list view or the CTA detail view.
  • Custom lookup fields added to the CTA list view cannot be edited directly in the list. To update these fields, open the CTA and make changes in the Detail view or the relevant sub-section.

Fields on Call to Action 

Admins can create and manage custom fields on the Call to Action object from the Fields on Call to Action section, available under CTA Attributes in Cockpit configuration. This section also displays existing fields on the Call to Action object in a tabular format.

You can create custom fields and view the Fields on Call to Action section only on the Global tab of the Call to Action page.

Create Custom Fields on Call to Action Object  

Admins can create custom fields on the Call to Action object from the Fields on Call to Action section.

To create custom fields:

  1. Navigate to Administration > Cockpit > CTA Attributes > Fields on Call to Action.
  2. Click Create Custom Field.

    Admins can create custom fields on the Call to Action object

  3. In the Create Custom Field screen, enter the following details:

Field Description
Display Name The name displayed to users.
Data Type The data type for the field being created. Defaults to String.
Field Name The system-defined field name, appended with the suffix __gc.
Default Value The value inserted in the field when the source field is null or empty.
Description (Optional) A brief description of the field

Note: The Default Value field is not supported for Cockpit. Values entered here do not apply when creating CTAs.

  1. (Optional) Click Show Advanced Options to expand the advanced settings, and configure the following options as required:

Option Description
Mark it as a mandatory field When selected, the field is marked as mandatory on the Call to Action object. This option is not selected by default.
Hide this field in other product areas When selected, the field is hidden across other product areas in Gainsight.
  1. (Optional) In the Mapping section, use the Map To dropdown to map the field to a standard Gainsight field. Mapping activates hyperlink and custom search for the field in Reports and Dashboards.
    Note: Mapping cannot be modified for the Cockpit object. The Map To field is locked for custom fields created on the Call to Action object.
  2. (Optional) In the Lookup section, configure a lookup to connect this field to another object, so that Rules and Reports built on one object can access fields from the related object:
Field Description
Object Select the object to which the lookup is required.
Field Select the field on the selected object to which the lookup is required.
On Delete

Select the behavior when the referenced lookup record is deleted. The available options are: 

  • Delete: The corresponding record in the current object is deleted.
  • Set Null: The corresponding field value is set to null.
  • None: No action is taken in the current object.

The following image shows the Create Custom Field screen with the Mapping and Lookup sections.
 configure a lookup to connect this field to another object

  1. (Optional) To create a formula field, click Create Formula section. The Create Formula screen appears. 
  2. Enter the formula expression in the text area and click Apply.
    For detailed instructions, refer to the Formula Fields on CTA, Task and Success Plan Objects article.
  3. Click Save. The custom field is created and added to the Call to Action object.

Edit or Delete Custom Fields on the Call to Action Object

After creating custom fields, you can update or remove them using the options available in the Fields on Call to Action section. Click the three-dots vertical menu on any field row to access the available options.

The available options depend on the field type:

Field Available Options
Custom
  • Edit Field: Update the details of an existing custom field. 
  • Delete Field: Remove the field from the Call to Action object.
System View Field: View the details of the field. System fields cannot be edited or deleted.

 

  • The Field Name and Data Type cannot be updated for existing custom fields.
  • If a custom field has dependencies, it cannot be deleted. When you attempt to delete such a field, a Delete Field Current Value dialog appears with the message "Fields cannot be deleted as it has dependencies." Click View Dependencies to see where the field is being used before attempting to remove the dependencies.
  • You can create and edit custom fields on the Call to Action, Success Plan, and Task objects only from their respective admin pages. You cannot create or edit these fields from the Data Management page.

Create a Dependent Picklist Field on the Call to Action Object

Admins can configure dependent picklist fields on the Call to Action object, where selecting a value in one field (the controller field) controls the options available in another field (the dependent field). Before adding dependent picklist values, create the required dropdown categories in Data Management.

Prerequisites

  • Define a custom dropdown category in Administration > Data Management. For more information, refer to the Create a Dropdown section in the Dropdown List article.
  • Define the dependency mapping between the controller and dependent dropdowns. For more information, refer to the Dependency Mapping section in the Dropdown List article.
  • Only custom fields can be used as controlling fields. Standard and system CTA fields cannot be used as controlling fields.
  • Multipicklists can be added as dependent picklist values.

To add a dependent picklist field:

  1. Navigate to Administration > Cockpit > CTA Attributes > Fields on Call to Action.
  2. Click Create Custom Field.
  3. In the Display Name field, enter a name for the dependent picklist field.
  4. In the Data Type dropdown list, select Dropdown List. Two additional fields appear: Dropdown and Controller Field.
  5. In the Dropdown field, search for and select the dropdown category you defined in Data Management.
  6. In the Controller Field dropdown list, select the field that controls the values available in this dependent field.
  7. (Optional) Enter a Description for the field.

add a dependent picklist field

  1. Click Save. The dependent picklist field is added to the Call to Action object.

After adding the dependent picklist field, add it to the CTA Detail View Layout Configuration to make it accessible in the CTA Detail View. For more information, refer to the Configure CTA Detail View Layouts section.

For information on how CSMs use dependent picklist values, refer to the Call to Action (CTA) Detail View article.

Cockpit Views

Admins can configure views in Cockpit to help CSMs filter and prioritize their CTAs and Tasks. Views are listed under Administration > Cockpit > CTA Attributes > Views.

configure views in Cockpit to help CSMs filter

Each view has the following properties:

Column Description
Name Name of the view as it appears in Cockpit.
View Type Type of records the view displays.
Permissions

Who the view is available to:

  • Assign to all
  • Assign to Users/Groups
  • Assign to External Person

Example Business Use case: If CSMs have a large number of CTAs assigned to them, they may overlook CTAs in a Risk state or CTAs with a renewal date due in the next two weeks. Admins can create targeted views to ensure CSMs prioritize the most important CTAs.

Create a Cockpit View

Admins can create custom views to help CSMs filter and prioritize their CTAs and Tasks in Cockpit.

To create a view:

  1. Navigate to Administration > Cockpit > CTA Attributes > Views.
  2. Click Create View. The Create New View page appears.

    create custom views to help CSMs filter

  3. In the Basic Details section, enter the following:

  • Name: Enter a name for the view.
  • Select the view option: Select Only CTAs to create a CTA view, or Only Tasks to create a Task view.
    Note: Switching between CTAs and Tasks discards any changes made in the sections below.
  • In the Filters section, define the filters for the view. The available filters are Due Date, Owner, Type, Reason, Status, and Priority. Turn on the Advanced Filters toggle to define additional filter criteria using field, operator, and value combinations with advanced logic.
  • In the Select Columns section, add the columns to display in the view.
    Note: Columns added here are only available for grouping and sorting options.
  • In the Group CTAs by section, select the field to group CTAs by.
  • In the Sort CTAs section, define the sort order for the view. Select the sort field and direction (Ascending or Descending), and click + to add additional sort criteria.
    Note: CTAs become multi-sorted based on the defined order when multiple sorting criteria are added.
  • In the Permissions section, select who can access this view:
    • Assign to all: Available to all users.
    • Assign to Users/Groups: Available to specific users or user groups.
    • Assign to External Person: Available to external persons.

  1. Click Create.

Reset a Cockpit View

Admins can reset a view to remove all user-specific state preservations and restore the view to its admin-defined configuration for all users.

To reset a view:

  1. Navigate to Administration > Cockpit > CTA Attributes > Views.
  2. Click the three-dots horizontal menu for the view you want to reset and select Reset. A Reset View confirmation dialog appears.
  3. Click Yes. The view is restored to the admin-defined configuration for all users.

reset a view to remove all user-specific state preservations

Edit a Cockpit View

Admins can edit existing views in Cockpit. Changes made to a view are reflected immediately for all users the view is assigned to. Users must refresh the page to see the updates if they are already on that view.

To edit a view:

  1. Navigate to Administration > Cockpit > CTA Attributes > Views.
  2. Click the three-dot horizontal menu for the view you want to edit and select Edit. The Update View page appears.

    edit existing views in Cockpit
  3. Update the name, view option, filters, columns, grouping, sorting, or permissions as required.
  4. Click Update.

Update the name, view option, filters, columns, grouping, sorting, or permissions

Delete a Cockpit View

Admins can delete custom views that are no longer needed.

The Delete option is not available for system views.

To delete a view:

  1. Navigate to Administration > Cockpit > CTA Attributes > Views.
  2. Click the three-dots horizontal menu for the view you want to delete and select Delete. A confirmation dialog appears.
  3. Click Delete to confirm.

delete custom views that are no longer needed