This article explains how to configure different call to action types, and their reasons, priorities, statuses, and snooze reasons. To get started, navigate to Administration > Workflow > Calls to Action.
 

Call to Action Types

Five CTA 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 360 Timeline Activities. Activity is generally used as the default CTA type for CTAs created from the Timeline feature automatically. Users can also create CTAs of this type from the Cockpit page.

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

In addition, Admins 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.

Create Custom CTA Types

  1. Click +TYPE in the CTA type section. 
  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 a CTA as a recurring event. 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.

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 a CTA type.

To add a new CTA reason:

  1. Click +REASON button.
  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.
  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 a CTA type. The default values will be Red, Yellow and Green.

To add a new CTA priority:

  1. Click +PRIORITY.
  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 a CTA type.

To add a new snooze reason:

  1. Click +SNOOZE REASON.
  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.

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.

Relationship CTA Configuration

For customers who use Relationships in Gainsight, Admins can customize linked objects for:

  • Global CTA types on the Global tab.

  • Account level CTA types on the Account tab.

  • Relationship level CTA types on the Relationship tab.

Objects which are associated to the Relationship are available for linking to the CTAs specific to the Relationship type.

Depending on this customization, end users will see linked objects specific to each CTA type in Cockpit. For more information, refer to Federated Customer Management.