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Configure Cockpit List View, General Settings, and Reporting Categories

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 configure the Cockpit List View, General Settings, and Reporting Categories. To get started, navigate to Administration > Workflow > Calls to Action.

List view field configuration

The List view section determines which six list view fields are visible in the Cockpit. The fields configured in this section by Admin can be viewed by CSMs on the Cockpit list view.

1.list.png

To configure the list view columns:

  1. Click ‘X’, if you would like to remove any existing fields.
  2. Click + ADD.
  3. Select the required list view fields. (maximum 6 fields).

2.Select the required.gif

You can only see all five list view fields if you set your browser resolution to 1920 along with the default fields. Click Browser Resolutions to learn how the view varies based on various browser resolutions.

Notes:

  • If the length of the attribute is greater than available space, ellipses are displayed and the full value is shown in a tooltip.
  • Long text area fields can not be added as list view fields.
  • The selected list view fields in this section are visible in the C360 and R360 > Cockpit section also.
  • In Cockpit, end users can create custom list views, and select their own list view columns. The selected columns will replace the list view fields configured by the Admin in Administration > Calls to Action.

Browser Resolutions

The number of columns you see in the Cockpit, C360 and R360 > Cockpit list view varies according to your browser resolution.

When your browser resolution criteria matches with the number of columns added, you can see all the columns in the Cockpit list view. When your browser resolution criteria doesn’t match with the number of columns added, the columns added first will appear in the Cockpit list view.

Resolution Criteria for Cockpit list view

Listed below are the browser resolutions required for List View Columns in the Cockpit tab.

Resolution List Columns List Columns 

(When a CTA detail view is open)
1024 & 1260 (iPads) 1 0
1261-1439 1 0
1440-1500 2 0
1501-1599 2 0
1600-1799 3 1
1800-1919 4 1
1920 5 2

For example, if you have added 6 additional fields in the List View Field Configuration section and your browser resolution is 1600, you can only see 3 off the 6 fields in the Cockpit List view, and 1 of the 6 fields when a CTA detail view is open.

3.CTA detail view.png

4.CTA detail.png

Resolution Criteria for C360 and R360 > Cockpit list view

Listed below are the browser resolutions required for List View Columns in C360 and R360 > Cockpit pages.

Resolution List Columns List Columns 

(When a CTA detail view is open)
1024 & 1260 (iPads) 1 0
1261-1439 1 0
1440-1500 2 0
1501-1599 2 0
1600-1799 3 0
1800-1919 4 0
1920 5 0

For example, if you have added 6 additional fields in the List View Field Configuration section and your browser resolution is 1920, you can only see 5 off the 6 fields in the Cockpit section of C360/R360 page, and none of the 6 fields when a CTA detail view is open in C360/R360.

5.C360:R360.png

6.fields when a CTA.png

General Settings

This section is available only on the Company and Relationships tab. In this section, you can configure the following:

  • Snooze: Turn on to allow the option to snooze CTAs, when the CSM knows they can't take any action. For more information, refer to Using Call to Action (CTA) & Task Detail Views.
  • Associate Persons: Allows CTAs to be associated with a particular person from the Company or Relationship. For more information, refer to Configure Associate Persons.
  • Automatically track email assist Emails in Timeline: When Admins switch this toggle On, emails sent from Email Assist tasks are tracked as an activity in Timeline. These email tasks can be seen in CTA detail view > Timeline or in the Activity Timeline tab.

7.Activity Timeline tab.png

 

When you complete the settings in this section, click SAVE or click CANCEL.

Configure Associate Person

Admins can configure lookup fields using search and filter criteria for associated Persons (at both account and relationship levels). This helps to fetch the search results more efficiently by narrowing down the number of results in the fetch query. All of the associated persons configured here can be selected in the Account or Relationship CTA Detail View - +Person field.

To configure search and filter criteria:

  1. Click the gear icon. The Associate Person Configuration dialog is displayed.

8.Associate Person Configuration.png

  1. Click +ADD to add fields from the related available objects.

9.related available objects.png

Search Fields: By default, Name and Email fields are added to this section. Admins must either retain the default fields or add at least one field mandatorily. Apart from this, an admin can add:

  • Person object fields
  • A maximum of four fields

Note: Only searchable fields are available in this drop-down list.

Filters:

You can add filters in this section. The results of the above search query are filtered by the filter expression, provided in this section. By default, Company ID = CTA Company ID, is added. You can modify the existing filter, delete it or add more filters, as required using the Company Person Object (left) and Call to Action Objects. (right)

  1. Click SAVE to save the configuration or click CANCEL, to retain default search criteria and filters.
  • Choose Sender Email address in Email Assist:

Admins can customize the email address in Email tasks at both the Account and Relationship levels. Refer to the following image:

10.Choose Sender Email.gif

Admins can select:

  • Logged-in User: By default, this option is selected. This cannot be de-selected.
  • Email Assist Domain Configuration: If this option is selected, the domain(s) configured in Email Configuration is displayed in the consumption area.

   To configure the domain:

  1. Navigate to Administration > Communication > Email Configuration.
  2. Click the COMPLIANCE tab.

11.COMPLIANCE tab.gif

  1.  + ADD DOMAIN to add a new domain. For example, gainsight.com. Multiple domains can be added.
  2. Click SAVE to save the configuration.

12.save the configuration.gif

Once you setup the multiple domains, end users or CSMs can select one of the available domains from which they can send out an email, using the email assist feature.

13.email assist feature.png

Reporting Categories

There are specific default reporting categories configured for each CTA element in the Global tab. Admins can edit and delete the default reporting categories and add new categories. When Admins create or edit an CTA element, it can be mapped to a CTA element Reporting Category. To configure the reporting categories in the CTA type section:

  1. Navigate to Administration > Calls to Action.
  2. Scroll down to the CTA Type section.

14.Scroll down.png

  1. Click REPORTING CATEGORIES button. CTA Type Categories dialog appears.

15.CTA Type Categories.png

  1. Click the X button to delete a default category. Click the pencil (Edit) icon to edit the Reporting Category Name.
  2. Click + CATEGORY to add a new category. Admins can see the specific categories while creating or editing a CTA element.

Notes:

  • Configuration of reporting categories for other CTA elements is similar to the CTA type.
  • If a reporting category is mapped to any CTA element which is used in the Cockpit, it cannot be deleted from the CTA configuration.
  • Using the Reporting Categories button, Admins cannot add, edit or delete a CTA status reporting category. This button is provided just to view the default reporting categories.

 

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