Below are questions about Cockpit functionality that we often hear from customers and their answers. If you have a question that's not answered here or through related support articles, please email email@example.com. If you have enhancement suggestions, please post them to Gainsight's Community.
How does Gainsight prevent duplicate CTAs, and/or update existing CTAs?
When a rule generates a CTA, Gainsight checks for any existing open CTAs containing several identifiers. Account, Type, and Reason are always used as Identifiers and optionally Name can be used as an identifier. If there is an open CTA with the same Identifiers, then the existing CTA is updated; otherwise, a new CTA is created. If there are multiple open CTAs with the same identifiers, then only one of the CTAs is updated. While updating, we update the priority, if the priority of the existing CTA is lower than the new CTA. Comments are updated based on the Comments setting in the rule (comments will not include the updated properties, it includes the comments that the rule is trying to post, based on settings like post once, always, or never). For Relationship level CTAs, Relationship will also be included in the default identifier.
What's the maximum number of CTAs I can view in Cockpit?
CTA's in Cockpit will max out at 1000 for each view. You can use the built in filters/groupings to narrow your search and it will still respect the 1000 views.
Are there any plans to hide/archive year old closed CTAs at some point?
We don't plan to archive or delete CTAs based on historical time periods. You can run a report on closed CTA's in the report builder.
Why can't I see closed CTA's if I group by Due Date, or filter to include them?
From Cockpit, if CTA's are grouped by Due Date, you will not see closed CTAs even if you filter to include them. This is because anything that is closed will not have an upcoming due date or be due today.
When grouped by Due Date, why does my CTA appear in the today group, even though the CTA due date is not today?
Cockpit will group CTA's by CTA due date unless a task is either due today or overdue. If the task is due today, it will move the CTA into the "today" grouping. If overdue, it will move the CTA into the "overdue" grouping.
Is it possible to keep CTAs from firing while CSM is on vacation (vacation "snooze")?
No. (While technically you could update every rule to say CSM not equal to <CSM on VA>, this is NOT recommended because you'd miss important CTAs for those customers AND it's not an efficient process). We recommend having a backup CSM check the other person's Cockpit for new CTAs in their absence, by typing in their name right on the Cockpit screen. Alternately, the CTAs will be there when the CSM returns from vacation.
Can a rule trigger a CTA with no due date, or no owner?
No. The system is designed to ensure CTAs do not get 'lost.'
If a CTA is snoozed, does it come back with the tasks as you left them (or re-set)?
They will appear as you left them.
Why do I see CTAs in my Cockpit List View that are assigned to another CSM?
This will happen when you are the owner of one or more of the tasks from your colleague's CTAs. The CTAs will appear in both people's Cockpit List Views.
Why does a recurring CTA appear to be closed in Cockpit, but open in a report?
CSMs can manually create recurring Event CTAs. The original or master CTA will remain in an open status, while some child instances of the recurring CTA may be closed. In reports, if you notice open CTAs that you expect to be closed, this may be the cause. To adjust the report, add a filter for IsReoccurring !=(not equal) to True. This will eliminate the master CTA's from the report so you only see the children (the real ones).
Why can't our Sales users see tasks in SFDC, even though our CSMs are syncing their Gainsight tasks to SFDC?
Non-Gainsight Users who want to view tasks created by Gainsight need to have at least read access into the Call to Action object in order to view CTAs and tasks from the Account page. If they don't have read or write access, then they will get an insufficient permissions error in SFDC when they try to view them.
How can we assign CTAs to our pooled CSM team?
Different organizations will have different solutions to this, and we plan to share more configuration options soon. One simple way is to have a "Customer Success Team" user that represents your pooled CSM team. The pooled team members then check Cockpit for CTAs owned by "Customer Success Team," and re-assign CTAs to themselves, so the CTAs show up in their personal Cockpits.
Why do Salesforce users without Gainsight licenses appear as possible CTA or Task owners in Cockpit?
In the Cockpit Owners menu, you will see all SFDC users with licence = 'Salesforce' or 'Salesforce Platform', even if they don't have a Gainsight license. If a CTA is assigned to the user, the user will receive a notification, but they won't be able to take any action. We are working on addressing this issue.
Can I search my closed tasks in Cockpit?
We do not have the ability to search based on tasks in Cockpit. If you wanted to search based on closed CTAs, then we only return up to 100 closed CTAs in Cockpit.
An Admin could also use the report builder to search for closed tasks, with "contains" searching the task subject to look for a particular key word.
When should I use Email Assist tasks in Cockpit?
Gainsight offers a semi-automated email feature called Email Assist, which is accessible to CSMs using Calls to action in the Cockpit. We recommend using Email Assist tasks (instead of the complete CoPilot solution) when your CSMs need more control over the scheduling and contents of the email. Email Assist tasks utilize CoPilot email templates, but your CSM selects individual contacts to send the email to, and the email contents can be customized as needed. See Configure Email Tasks to Send from Cockpit for more info.
How do I build a report that shows the open and closed CTAs for a given time period?
Using the Call to action object, and fields for Created CTAs, and Closed CTAs, you can create reports on these CTAs for a particular date or date range. The image below is an example report: