This document guides you through the setup and configuration of Cockpit, which can be used as a home page for action oriented CSM/AM teams to see all key activities that the Gainsight system alerts you of in the form of Calls to Action (CTA). The Cockpit configurations in this document are applicable to customers who do not enable Relationships. 
To configure CTAs for customers who use Relationships in Gainsight, refer to Federated Customer Management.

What is a Call to Action (CTA)?

A CTA is an alert which can be added manually by a user or automatically based upon business rules. Out of the box, calls to action are categorized as Risks, Opportunities/Expansions, Events/Lifecycle, or Objectives (for Success Plans). Admins can also customize call to action types. Playbooks, a collection of pre-defined tasks, can be used in conjunction with CTAs to standardize the process a user follows when a Call to Action is fired. CTAs can be used to effectively manage milestones and events such as:

  • Renewal Prep
  • Low Survey Scores
  • High Survey Scores
  • Upsell Opportunities
  • Executive Business Review Prep
  • Possible Churn Based on Low Usage
  • Executive Sponsor Change

Download our Call to Action Workbook to map how you would like to set up your Calls to Action.

Configure Calls to Action

Configure Calls to Action

To configure Calls to Action, navigate to Administration > Workflow > Calls to Action.

The following sections are displayed:

Common CTA options

Admins can see the following CTA options in the configuration page:

  1. Reorder: This option is available in the CTA type, reason, status, priority and snooze reason sections. While adding or editing a CTA in the Cockpit, end users see the display order of the CTA elements as configured in these sections.
  2. Save: After editing, click the disk to save changes for each item.
  3. Delete: Click the trash icon to delete a CTA element. Also, you cannot delete items that are currently in use. You cannot delete the Risk and Objective CTA types.
  4. Edit: Inline editing is available to update Name, Short Name, Color, Plural label, and Active checkbox. You can also double-click on Category and Open, Close Milestones to access a drop-down menu.
  5. Plural Label: This option is available in the CTA type section. It is the label you assign to a CTA type that appears in the Cockpit as a list view header when the CTAs are sorted by type.
  6. Active/Inactive: Active option is available in all the Call to action element sections. When you select the checkbox, the specific CTA element will be available in the Cockpit while adding a CTA. This option is disabled for the Risk and Objective CTA types in the CTA type section.
  7. Color: When you add a CTA element, you can assign a color. The selected color will be assigned to the new CTA element for ease of identification in reports.
  8. Default CTA element: This option is available in the CTA type, reason, priority, and snooze reason sections. When adding a new CTA in the Cockpit, this will be the default for CTA reason, priority, and snooze reason. Admins can select a default CTA type. When users assign tasks in C360 > Timeline, a new CTA is created for these tasks with the default CTA type. To create tasks in a CTA from the Timeline feature, it is recommended to set the default CTA type to Activity. Admins can always change the default CTA type as required.

  1. Reporting categories: You can add or delete the specific CTA element reporting categories using this option. Reporting category enables reporting on the CTA elements across the organisation. CTA type, priority, reason, status, or snooze reason may each have different reporting categories. When Admins create a new CTA element, it can be mapped to a common CTA element category. For example, if you have multiple Risk CTA types across the organisation, you can create a report with just 1 condition CTA Type reporting category = 'Risk.'
  2. Default Open Status: This option is available in the CTA status section. When adding a new CTA in the Cockpit, this will be the default.
  3. Default Closed Status: This option is available in the CTA status section. It is used for the quick-close (checkbox) feature in Cockpit. This is also the status of a CTA when it is marked as closed in the main interface.
  4. Select CTA Type: This list is available in the CTA reason, priority, status, and snooze reason sections. Select the CTA type (All, or a specific CTA type) to configure the CTA element.

List view field configuration

This section determines which two numeric list view fields are visible in the Cockpit. ASV and Renewal Date are the default list view fields.

To configure the list view columns:

  1. Click the X button to remove a default list view field.
  2. Click the +ADD button.
  3. Select the list view fields. (maximum 2 fields)

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 CS360 and R360 > Cockpit section also.
  • In Cockpit, end users can create custom list views, and select their own list view columns. Their selections will replace ASV and Renewal Date as the default list view fields.

General Settings

In this section you will configure the following options:

  • 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 Contacts: Allows CTAs to be associated with a particular contact on the account, including option to select Account ID field for associated contacts. When Admins select an Account lookup field, all the associated contacts from the field can be selected in the Account CTA detail view. This option lets the users select the associated contacts applicable only to the specific Account in CTA detail view.
  • *Make chatter posts for CTAs: If Chatter is enabled, use this setting to determine at what level posts are collected. 
    • If you only want to use comments, choose None. 
    • If you want to use Chatter and Comments you will choose Account, Customer, or Call to Action and put a check next to Show Comments.

You can see the following options in the Make chatter posts for CTAs list:

  • Account: Will post all the way up to the account, making the chatter post visible to everyone in the company.
  • Customer: The posts live within Gainsight. Only Gainsight users can see the posts either on the C360 chatter widget or in any CTAs associated with that company.
  • Call To Action: The Chatter post and history will only be visible within that CTA and only for Gainsight users. Once the CTA closes out, that chatter conversation essentially goes away.

* Before you can select the object to post Chatter to, you must enable Feed Tracking for that object in Salesforce Setup. For more information about Chatter setup, refer to Chatter: Integration Overview.

  • Auto-sync tasks to SFDC: When turned on, tasks will be synced to Salesforce and will live in both locations. When one is closed, the other will also close. Gainsight recommends you turn this ON for non-Gainsight users to have visibility from the SFDC Account page.
  • 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 CTA detail view > Timeline.
  • Show objectives in C360 Cockpit: Admins can see a toggle button Show objectives in C360 Cockpit. By switching this toggle On, users can see objective type CTAs tied to Success Plans in C360 > Cockpit.

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

Configuration of Reporting Categories

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

  1. Navigate to Administration > Calls to Action > Call to action type section.

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

  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.

Call to Action Type

Five CTA task types are available out-of-the-box in Gainsight:

  • Risk: Represents negative trends with customers. Examples include loss of exec. sponsor, or low NPS score, or low # of licenses in use.
  • Event/Lifecycle: Lifecycle-based and typically scheduled events. Examples include training events, EBR/QBR, and renewal meeting.
  • Opportunity/Expansion: Positive trends with customers. Examples include high NPS score, high page views or product usage.
  • Objectives: Tied to Success Plans and can only be created in CS360 > Success Plans section.
  • Activity: Tied to C360 Timeline Activities. This is generally used to set as default CTA type to create tasks in a CTA from the Timeline feature automatically. Users can also create CTAs of this type from the Cockpit page.

* Risk and Objective CTA types cannot be edited. Events/Lifecycle, Opportunity/Expansion, and Activity types can be re-named/re-purposed.

In addition, you can create up to 6 more custom CTA types. Custom CTA types may be necessary when you want to collect/track unique information for that particular CTA type.

To add a new CTA type:

  1. Click +TYPE in the CTA type section to add a CTA type. Add type dialog appears.
  2. Type new CTA type name in the Name text box. This CTA type name appears to the end-users while adding or editing a CTA in the Cockpit.
  3. Type a plural label for this CTA type in the Plural Label text box. This plural label appears in the Cockpit as a list view header when the CTAs are sorted by type.
  4. Assign a Color. The selected color will be assigned to this new CTA type for ease of identification in the CTA type section.
  5. Select a CTA type reporting category from the Category list. The selected CTA type reporting category will be mapped to this new CTA type to enable reporting across the organization.
  6. Select the Recurring check box to mark an Event/Lifecycle CTA (but not other CTA types) as recurring events. For example, if you have bi-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.
  7. Select a milestone For Open CTA from the list. The selected milestone will be mapped to this new CTA type.
  8. Select a milestone For Closed CTA from the list. The selected milestone will be mapped to this new CTA type.
  9. Click SAVE.

Note: Milestones are configurable for Risk and Objective type CTAs. The Milestone type that corresponds with a CTA is based on the configuration mappings for open and closed milestones.

Linked Objects Configuration

Admins link one or more objects to each CTA type. Linking allows end users to perform additional actions within the CTA detail view. For example, if you link Contacts or SFDC Opportunities to a CTA, the end user can link the CTA to an existing Contact or Opportunity, or create new ones in SFDC. Admins can also link the Case object to CTAs, along with other objects. Linking the Case object allows end-users to connect a CTA to an existing case, or to create a case directly from the CTA detail view.

To Configure Linked Objects:

  1. Select CTA Type from the list to configure the linked objects.
  2. Select the Linked object from the list which you want to link to the CTA type.

Note: Admin must have permission to link objects, otherwise they will see an error upon saving. Go to Setup > Profiles > edit your profile > [enable modify all data].

Configure CTA and Task Detail View Layouts

Note: When you select the Case object in the Linked Objects section for the CTA type Risk, it will be added as a separate tab in the Detail view layout configuration section. For more information on how to configure the CTA and Task detail view layouts, refer to Configure Call to Action (CTA) & Tasks Detail View Layouts.

Call to Action Reason

In this section, you can define the reasons available on a CTA. You can configure the CTA reasons to ‘All’ or specific to CTA type.

To add a new CTA reason:

  1. Click +REASON button in the CTA reason section. Add reason dialog appears.
  2. Select ‘All’ or a specific CTA type from the Select CTA Type list. The new CTA reason will be mapped to the selected CTA type.
  3. Type new CTA reason name in the Name text box. This CTA reason name appears to  end-users while adding or editing a CTA in the Cockpit.
  4. Type Short Name in the text box. A short name is assigned to this new CTA reason.
  5. Assign a Color from the color list box. The selected color will be assigned to this new CTA reason for the ease of identification in the CTA reason section.
  6. Select a CTA reason reporting category from the Category list box. The selected CTA reason reporting category will be mapped to this new CTA reason to enable reporting across the organisation.
  7. Click SAVE.

Call to Action Status

In this section, you can define the statuses available on a CTA. You can configure the CTA statuses to ‘All’ or specific to CTA type. Each status can fall into one of three Categories (sixth column): Open, Closed Won and Closed Lost. The 'Closed Lost' category helps distinguish between successful and unsuccessful results.

To add a new CTA status:

  1. Click +STATUS in the CTA status section. Add status dialog appears.
  2. Select ‘All’ or a specific CTA type from the Select CTA Type list box. The new CTA status will be mapped to the selected CTA type.
  3. Type the new CTA status name in the Name text box. This CTA status name appears to the end-users while adding or editing a CTA in the Cockpit.
  4. Type a Short Name in the text box. A short name is assigned to this new CTA status.
  5. Assign a Color. The selected color will be assigned to this new CTA status for ease of identification in the CTA status section.
  6. Select a CTA status reporting category from the Category list. Selected CTA status reporting category will be mapped to this new CTA status to enable reporting across the organisation.
  7. Click SAVE.

Call to Action Priority

In this section, you can define the priority levels available on a call to action. You can configure the CTA priorities to ‘All’ or specific to CTA type. The default values will be Red, Yellow and Green.

To add a new CTA priority:

  1. Click +PRIORITY in the CTA priority section. Add priority dialog appears.
  2. Select ‘All’ or a specific CTA type from the Select CTA Type list. The new CTA priority will be mapped to the selected CTA type.
  3. Type a new CTA priority name in the Name text box. This CTA priority name appears to the end-users while adding or editing a CTA in the Cockpit.
  4. Type a Short Name in the text box. A short name is assigned to this new CTA priority.
  5. Assign a Color. The selected color will be assigned to this new CTA priority for ease of identification in the CTA priority section.
  6. Select a CTA priority reporting category from the Category list box. The selected CTA priority reporting category will be mapped to this new CTA priority to enable reporting across the organization.
  7. Click SAVE.

Snooze Reason

In this section, you can define reasons to snooze a CTA. You can configure the snooze reasons to ‘All’ or specific to CTA type.

To add a new snooze reason:

  1. Click +SNOOZE REASON in the snooze reason section. Add snooze reason dialog appears.
  2. Select ‘All’ or a specific CTA type from the Select CTA Type list box. The new snooze reason will be mapped to the selected CTA type.
  3. Type the new snooze reason name in the Name text box. This snooze reason name appears to the end-users while adding or editing a CTA in the cockpit.
  4. Type a Short Name in the text box. A short name is assigned to this new snooze reason.
  5. Assign a Color. The selected color will be assigned to this new snooze reason for ease of identification in the Snooze reason section.
  6. Select a snooze reason reporting category from the Category list box. The selected snooze reason reporting category will be mapped to this new snooze reason to enable reporting across the organization.
  7. Click SAVE.

Configure CTA Tasks

To configure Tasks within CTAs, navigate to Administration > Workflow > Tasks as shown in the following image.

General Settings

Task display order: Select Playbook Order or Due Date as the order for displaying tasks in the Cockpit List View.

Detail view layout configuration

By default, the Task detail view displays the Task Priority, Status, Description, and Associated Contact fields, and these can not be modified. You may choose additional fields to display by clicking + FIELD; and click + GROUP to create a new group and add fields in it. Fields may be marked read-only or editable. (refer Cockpit List View > CTA detail view as shown in the following image). When you complete the configuration in this section, click SAVE.

Only fields can be brought from the task object into the task detail. Similar to CTA detail view, fields cannot be added to task object, but existing fields can be added on the task object to the task detail view layout.

Task field mapping configuration

In this section, map task fields from Gainsight to Salesforce that have the same data type.

  1. Click + FIELD.
  2. Click SAVE. Some fields may be set to editable.

Task Mapping and Task Status

Whether or not you sync tasks to Salesforce, you'll want to configure this section to map Gainsight fields to Salesforce fields for future use. In particular, we recommend mapping statuses from SFDC to Gainsight. Syncing brings tasks from Cockpit to the SFDC Account page.

Regarding Task Status: You might want to use Closed-Complete as the Default Closed Status for a scenario where you have closed all tasks of a CTA; whereas, you might want to have Closed-Incomplete as the Default Closed Incomplete Status for a scenario where you may not have closed all the tasks, but still want to close the CTA. You can also have more than two Closed statuses, but they need to be added through SFDC Setup > App Setup > Activities > Task Fields > Task Status Picklist Values.

Mass Edit CTAs and Tasks

Mass Edit CTAs & Tasks

Admins can perform mass edits to CTAs and Tasks, if necessary. For more information about how to use Mass Edit, refer to Mass Edit CTAs and Tasks.

Success Plans

Success Plan Objective CTAs appear in the Cockpit, but they are created through the Success Plans section in CS360, or through Rules Engine. For more information, refer to Configure Success Plans for the C360.