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Gainsight Inc.

Cockpit List View

When you click the Cockpit tab, the default view displayed is the List view. The List view provides the primary workspace for CSMs to manage their Calls to Action (CTAs) and Tasks. Alternatively, CSMs can view the same information in the Calendar View; or if the Cockpit is configured as its own section in C360, CSMs can work on individual customer's CTAs and tasks there.  

Cockpit Display Options

The following options are included in the top header:

  1. CTA Filters or Views
  2. Search CTA box
  3. Group CTA by list
  4. Sort CTA by list
  5. Add CTA
  6. Filter: Includes default filters for Assignee, Snoozed, Status Report Category, Flagged, Priority, Reason, and CTA Type (Flagged CTAs are also known as Important CTAs)
  7. List View/Calendar View options
  8. Activity drafts
  9. Export CTAs option

CTA Filters or Views

Options include:

  • All CTAs: Consists of all  CTAs.
  • My CTAs: Consists of CTAs assigned to the logged in user.

Note: The CTAs in which one of the tasks is assigned to the logged-in user are also displayed in this view. But this is not applicable, if there are more than one Assignee fields in the filter.

  • Gainsight Recommended CTAs: Consists of CTAs recommended by Gainsight for the logged in user. This view makes Cockpit more manageable and provides a clear starting point. These CTAs are prioritized based on the analysis of various parameters (listed below). Also, the newly added field GS Score generated based on these parameters helps in prioritizing the CTAs and displaying them accordingly. Refer to the following table:
Parameter Description Contribution towards GS Score
Account/Relationship overall Health Score Only Account Scores with ScoreID populated in CustomerInfo are considered Lower Score - High Priority
Account ARR/MRR Determined based on whichever is used Higher Values - High Priority
Account Renewal Date Days from Renewal Date Lower Values - High Priority
NPS Score Average of Last 6 Months Lower Values - High Priority
CTA Due Date Days from Due Date Lower Values - High Priority
CTA Priority - Higher Values - High Priority

GS Score is updated every day and CTAs are prioritized accordingly. CTAs can also be sorted based on GS Score using the Sort By option. 

The following three fields that store Gainsight recommended information are also added as a part of the analysis of parameters mentioned above:

  • GS Score Reason - The reason for which the score is assigned to a CTA.
  • GS Score Updated On - The date on which GS score is updated.
  • GS Recommended - For CTAs recommended by Gainsight, this flag is set to true.

Notes:

  • A maximum of 20 CTAs are populated in this view.
  • The following criteria is considered to display CTAs in this view:
    • Snoozed CTAs are not displayed
    • CTAs with Reporting Category - ‘Open’ are displayed
    • CTAs that are overdue for more than 7 days are not displayed

Search CTA

Type a customer name or keyword from the CTA subject and click enter.

Filters and List View Columns

Click the Filter icon on the right. You can see two tabs:

  • FILTERS: It has default filter options. Click +FILTER to add fields, operators, and values based on your requirements. You can see following default filter options:
    • Assignee: Displays current user name by default. You can change the assignee to another user or all users. You can select the checkbox next to user name to include CTAs without assignees.
    • Snoozed: Select the checkbox to include snoozed CTAs in the list view.
    • Status Report Category: Select one or multiple status report categories to include respective CTAs in the list view. Each status is mapped to one status report category. The available status report categories in filter are Open, Closed Won, and Closed Lost.
    • Flagged: Select the checkbox to include important CTAs in the list view.
    • Priority: Select one or multiple CTA priorities to include in the list view.
    • Reason: Select one or multiple CTA reasons to include in the list view.
    • CTA Type: Select one or multiple CTA types to include in the list view.
    • Gainsight Recommended: Select the check-box to filter the CTAs recommended by Gainsight.

Note: This flag is displayed for Gainsight Recommended view, by default.

  • COLUMNS: Click +ADD to add up to two fields. By default, ASV, and Renewal Date fields are included in the CTA list view and will be replaced with the ones that you select. For more information, refer to Create Custom Views in Cockpit
  • APPLY: When you click this button, filters on the existing view are applied for the current session.
  • SAVE AS NEW: When you click, filters on the existing/new view are saved, and users should assign View Name for the session.
  • To remove a filter, click the icon X next to the filter and click APPLY.

Group By

Group By

Options include:

  • Created Date (New) has three different groups showing CTAs: CTAs created 'Today', in the 'Last 7 Days', and CTAs that are 'Older than 7 Days'.
  • Due Date (Due) has four different groups showing CTAs: 'Overdue', due 'Today', due in the 'Next 7 Days', and 'Upcoming'.

Notes:

  • CTAs with Overdue tasks will show up in the Overdue group even if the CTA itself is not overdue.
  • When grouped by Due Date, closed CTAs are not displayed even though they are filtered.
  • You can group multiple CTAs by customer.
  • Type groups the different types of CTAs together.
  • Status allows for CTAs with the same status to be grouped together.
  • Priority allows for CTAs with the same priorities to be grouped together.
  • Reason allows for CTAs with the same reasons to be grouped together.
  • Source allows for the different CTA sources to be grouped together (Manual, Rules, Survey).
  • Relationship allows for CTAs with the same Relationship type to be grouped together.
  • All shows all CTAs. The All option will remove the grouping and default to Sort By.

Sort By

Sort By

Options include Due Date, Age, Priority, Customer, Health Score, and GS Score.

Notes:

  • Health Score is displayed only when SFDC Scorecards are enabled.
  • Fields configured for list view configuration are displayed here

Add CTA

Perform the following steps to add a CTA.

  1. In Cockpit, click +CTA. Add CTA dialog appears.

  1. Enter the following details:
  • Subject
  • Customer
  • Relationship

Depending on Entity you select, CTA Type & Associate contact are available:

  • Associate contacts
  • CTA Type

Depending on CTA type selected, the following fields can selected:

  • Reason
  • Status
  • Priority
  • Playbooks
  • Owner
  • Due Date
  • Comments
  1. Click 
  • SAVE to save the CTA or
  • SAVE AND NEW to save this CTA and create a new CTA or
  • CANCEL.

Activity drafts

This option shows all the activity drafts which were started but not logged in CTA detail view > Timeline. Users can open an activity draft, edit, and log into CTA detail view > Timeline from here.

Note: Click the Information icon to see Account name, Relationship Name (if any) and CTA Name.

Export

Click the export icon in the far right to:

  • Export CTAs
  • Export Tasks
  • Export Both

Export will be based on the filter applied from filters section and client side filters (Filters on the strip like CTA Type, Severity, Owner etc...) will not be honored. All the details visible in Cockpit along with fields added to the summary section from Account and/or customer info object will be included in the export. Chatter feed will not be included in the export. Files will be exported as comma separated values (.csv).

Additional List View Options

Additional List View Options

From the list view, you can also:

  1. Check the box to mark a CTA with Default Closed as Configured in Admin. Closed CTAs are still visible in Cockpit (unless refreshed)
  2. Click the Important flag to mark CTA as important items. Important flags are marked in blue.
  3. See which CTAs are overdue. If the CTA is not overdue, but an associated task is, there will be a special icon to show that the CTA is trending toward overdue.
  4. Click the # of Tasks to see associated tasks and mark tasks as complete. If you click on a task name, you will see task detail view.

CTA Detail View and Task Detail View

You can attach multiple files from Salesforce or your computer in the CTA detail view and share the files with a specific group, per your org's chatter group configuration. For more information about how to use the CTA detail view and task detail view, refer to Using Call to Action (CTA) & Task Detail Views.

Note: The file size must not exceed 2 GB.

Notifications

When a CTA is added or updated, an email notification can be sent to the owner. To learn more about notifications, refer to Configure Internal User Email Notifications.

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