How to Create Playbooks

Playbook Templates

Gainsight provides you few out of the box templates. You can use these as it is, or edit them as needed, and apply them to CTAs manually or via the rules engine.

Filters

You can apply filters to narrow down required CTA Types, Company & Relationship Type, and Active or Inactive Playbooks.

Add Task(s)

Before you start building out Playbook tasks, we recommend that you assess whether they're helpful or necessary to include for your CSMs. A few tips to consider:

• Tasks should either be helpful reminders for CSMs which they might otherwise forget to complete, or that the business wants to ensure compliance with for a particular process. If any task doesn't meet at least one of these criteria, do not add it to the Playbook.
• If two tasks are likely to be completed at the same time, add them as one task.

To add a task to a playbook:

1. Click Create Task.  The New Task Slide-out panel appears.
2. Enter the following details:

• Name: Enter a name for the task.
• Owner: Enter the name of the Task owner and select one from the available values
• Type: Select either Standard Task or Email Task. For more information, refer Email Tasks.
• Due Date: The due date by which the task has to be completed. This field has a + [number] Days section attached. Select an appropriate option from the due date and add a numeric value in the [number] Days section. For more information on due dates, refer to Managing Due Dates. Due Date is calculated as follows:
  • If you select Assign Date value, the Due date is equal to the date on which the task was created plus number of days entered in [number] Days section.
  • If you select CTA Due Date, Due Date is calculated as number of days lesser then the CTA Due Date, mentioned in the [number] Days section.

• Weekends: This field has the following three options. Select an appropriate option from:

  • Skip all weekends: If selected, this will skip all weekends, if any, while calculating the due date. For example, if a task’s assign date is 8th Nov, 2018 (Thu) and the due date is set as Assign Date + 10 Days, the task’s due date after skipping 2 weekends will be 22nd Nov, 2018 (Thu).
  • Skip weekend if due on a weekend: If selected, while calculating the due date, this will skip weekends if the due date falls on weekends. For example, if a task’s assign date is 8th Nov, 2018 and the due date is set as Assign Date + 10 Days, the task’s due date after skipping 18th (Sun) and 19th (Mon) will be 20th Nov, 2018 (Tue).
  • Do not skip weekend: If selected, while calculating the due date, this will not skip weekends even if the due date falls on weekends. For example, if a task’s assign date is 8th Nov, 2018 (Thu) and the due date is set as Assign Date + 10 Days, the task’s due date will be 18th Nov, 2018 (Sun).
• Status: The status of the task created.
• Priority: The priority of the task created.
• Description: The description of the task being created.

3. Click Save Task. The Task is saved in the Playbook.
4. Click Save & New Task to add more Tasks to the Playbook.

See Also:

• Managing Task Dependencies

Email Tasks

In the Type field, when you select Email, you are prompted to select a Journey Orchestrator email template to associate with the Task, and to map any tokens in the template. From the Cockpit > Task detail view, end users (CSMs) can modify the template, select a recipient, and send the email. When you click the Reset icon, the latest content from Email Template will be imported here (Playbook task), and existing tokens will be reset. However, the latest content will not be reflected in the existing CTAs (where a Playbook containing this Email Template is used).

To configure Email Type Task:

1. Navigate to the New Task slide-out panel.
2. From the Type field dropdown, select Email.
3. From the Email Template dropdown, select a template.
4. Click Map Tokens icon. The Map Email Tokens window appears.
5. Click Map. The token mapping is done successfully.

For more information on configuring Email Tasks, see Configure Email Tasks to Send from Cockpit.

Reorder Task

In Playbooks, you can drag and drop the tasks to change their display order with the help of Reorder icon.

Clone Playbooks

Admins can clone the playbook and make the necessary modifications in the copy.

To clone a Playbook:

1. Click the three vertical dots menu and select Clone. The Clone Playbook slide-out panel appears.
2. Provide the field details for the cloned copy of the Playbook.
3. Click Save. The cloned copy of the Playbook is created.

Deactivate Playbooks  

Gainsight lets you make existing Playbooks inactive or deprecate them. This helps eliminate Playbooks clutter from the admin and end user’s views.

Admins can make the playbook Inactive by clicking the three dots and selecting the Mark Inactive option of playbooks from the Playbooks list view page.

Playbooks are allowed to be set to Inactive even if they are used by existing CTAs. But, once a playbook is marked Inactive, it is not displayed for selection when new CTA’s are created. 

However, a playbook cannot be made inactive, if it is used in a Rule or in a Success Plan Template. If you try marking inactive, you will see This playbook is being used in the <<Rule Names>> or <<Template Name>> warning message. The purpose of this message is to inform you that the playbook is actively referenced elsewhere in the system, and any changes made to its status may impact the functionality of these associated rules or templates. Therefore, it is crucial to consider the potential consequences before proceeding with the deactivation of the playbook.