Cockpit is the CSM/AM team's home base for viewing and managing key customer activities. The backbone of Cockpit are Gainsight system alerts called Calls to Action (CTA). Call to action types, their associated tasks, and the Cockpit view can be customized by Admins to suit your business needs. This article provides an introduction to CTA configuration and links to additional Cockpit configuration options.
What is a Call to Action (CTA)?
A CTA is an alert which can be added manually by a user or automatically using business rules. There are five types of calls to action available by default: Risks, Opportunities/Expansions, Events/Lifecycle, Activities (from Timeline), and Objectives (for Success Plans). Admins can also create custom 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 addressing a Call to Action. 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 your Calls to Action.
Administration > Calls to Action
To configure Calls to Action, navigate to Administration > Workflow > Calls to Action.
The Cockpit configurations in this document generally apply to Account level CTAs. To configure Relationship level CTAs, refer to Federated Customer Management.
Common CTA options
For each CTA element (type, status, priority) the following options are available:
- 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.
- Save: After editing, click the disk to save changes for each item.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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 360 > 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.
- 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.'
- 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.
- 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.
- 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.