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Catch-up on Cockpit Enhancements

February 2017: 5.5 Release 

IMPORTANT: Enhancements in this section are applicable to all customers regardless of whether you use Relationships or not, unless specified otherwise.

  1. Mark CTA types as Active/Inactive: Navigate to Administration > Calls to Action page. New Active option is added in the Call to action type section. When you select the checkbox, the specific CTA type will be available in the Cockpit while adding a CTA. 

Note: The Active checkbox is disabled for the CTA types Risk and Objective.

  1. Re-order display of CTA elements: A new option to re-order CTA elements is introduced in Administration > Calls to Action page. This option is available in CTA type, reason, status, priority and snooze reason sections. End-users see the display order of the elements when they add/edit a CTA in the Cockpit. 

For the customers who enable Relationships, at the Account and Relationship levels, Admins can re-order the local CTA elements only. Global CTA elements are freezed after the local CTA elements. When the end-users add/edit a CTA in the Cockpit, Account or Relationship level CTA elements display first, followed by Global CTA elements.

  1. Assign a plural label manually to the CTA type during CTA configuration. Plural Labels are the labels you assign to CTA types that appear in the Cockpit as a list view header when the CTAs are sorted by type. You can edit the CTA type plural labels in the Call to action type section. The following image shows the plural label in the Call to action type section at Administration > Calls to Action page.

The following image shows the plural label in the Cockpit:

  1. Configure CTA reason, priority, status, and snooze reason for a specific CTA type and ‘All’ CTA types: Navigate to Administration > Calls to Action. Admins can add a CTA reason, priority, status, and snooze reason specific to the CTA type and for ‘All’ CTA types. Depending on the configuration, each CTA type can have a different set of CTA elements. Use the Select CTA Type list box to select ‘All’ or a specific CTA type and see the list of associated CTA elements. 

  1. New CTA reporting categories for reporting across Relationship types: Reporting categories are introduced to enable reporting on CTA elements across Relationship types. CTA type, priority, reason, status, or snooze reason may each have different reporting categories. When Admins create a new CTA element at Administration > Calls to Action, it can be mapped to a common CTA element category. For example, if you have multiple Risk CTA types across Relationship types, you can create a report with just 1 condition CTA Type reporting category = 'Risk.' You can add or delete the specific CTA element reporting categories using the Reporting Categories button at Administration > Calls to Action page. 

Notes

  • If the specific CTA reporting category is mapped to any CTA element which is used in the Cockpit, it cannot be deleted from the CTA configuration at Administration > Calls to Action.
  • Using Reporting Categories button, you cannot add or delete a CTA status reporting category. This button in the CTA status section is provided just to view the default reporting categories. 
  • For customers who enable Relationships, the Reporting Categories button is available at Administration > Calls to Action > Global page. 
  1. More fields are available to display in the Cockpit list view. Admins can configure the two list view columns in the Cockpit at Administration > Calls to Action. More list view fields are added now along with existing currency, number, and date type fields. 

    Layout of the List view field configuration section is changed. Admins can add the fields with +ADD button instead of Add and Remove buttons. The same list view fields are visible in the CS360 and R360 > Cockpit section. 

Note: Selected list view fields in this section will replace the default fields ASV and Renewal Date.    

  1. Add linked objects to the specific CTA types: Navigate to Administration > Calls to Action to see Linked Objects configuration as a separate section now. Admins can configure linked objects for specific CTA types. Users can see the linked objects specific to the CTA type in the CTA detail view in the Cockpit. 

    For customers who enable Relationships, Admins can configure the linked objects for global CTA type at the Global level, and for the local CTA type at the Account or Relationship levels.

  1. Auto Sync Tasks to SFDC toggle button is moved. The Auto Sync Tasks to SFDC toggle button is now available under Administration > Calls to Action > General settings. (Previously, it was under Administration > Tasks.)

    For customers who enable Relationships, this toggle button is available under Administration > Calls to Action > General settings at the Account and Relationship levels. 

  1. Improved Filter options in the Cockpit List View. In Cockpit, end users can see seven default filters in the filtering options: Assignee, Snoozed, Status Report, Flagged, Priority, Reason, and CTA Type. These filters can be deleted and new filters can be applied. Depending on the filters applied, associated CTAs are displayed in the Cockpit list view.

Advanced filter components available previously are integrated with the new filters. Filters and List view columns are separated by two different tabs. 

For customers who enable Relationships, when the filters for CTA priority, reason, and type are applied, users can see the categories distributed by Global, Account and Relationship type.

The List View Columns section available previously in the Filters dialog is now a separate tab. Users can configure the CTA list view columns here with the available fields. The list view fields can be different for different list views. In the COLUMNS tab, click +ADD to add up to two fields.

Note: The ASV and Renewal Date fields are the default list view columns configured at Administration > Calls to Action, but your Admin can change this. In the Cockpit list view filters, the existing list view fields will be replaced with the selected fields.

  1. Quickly add multiple CTAs and tasks with SAVE AND NEW option: This option is in the Add CTA and Add task dialog at Cockpit > List. This option will save a CTA or task and open another dialog to add another item. 

  1. Option to delete a linked object is removed from the CTA detail view. Navigate to Cockpit > List. In CTA Detail View > linked objects, the option (Trash icon) to delete the linked object from the CTA is removed.  

  2. Deprecation Notice for Cockpit > Reports page: The Cockpit > Reports page will be deprecated in 6 months from now. Pre-built dashboards will be provided on the Gainsight Home page instead.

Cockpit Configuration for Customers Using Relationships in Gainsight 

IMPORTANT: Enhancements in this section are only applicable to customers who are using Relationships in Gainsight.

Key Terms:

  • Entity: the Account or Relationship of a customer who enables Relationships.

  • Scope: the level of the CTA element, which is either Global (available in both Accounts and Relationships); or Local, meaning the elements are only available at the Account or Relationship level.

  1. Federated Customer Management: Distributed CTA configuration is available on the Administration > Calls to Action page. This enables customers to perform CTA configurations specific to the Account or Relationship type. Depending on the configurations, end users can see the CTA elements specific to the Account or Relationship type while creating or editing the CTAs in the Cockpit. Three new tabs Global, Account, and Relationship are introduced at Administration > Calls to Action
  • Global: Default CTA configuration for new customers is created at the Global level. Global configurations are applicable to both Accounts and Relationships. Your existing CTA configurations are migrated to the Global level. You can edit or delete the Global CTA elements at the Global level only.
  • Account: Configure Calls to Action settings at the Account level. Global configuration options are also available at the Account level but cannot be edited or deleted. Depending on the configurations at this level, end users will see Global and Local CTA elements specific to Account in Cockpit and Rules engine.
  • Relationship: Configure Calls to Action settings at the Relationship level for each of your Relationship types. Global configuration options are also available at the Relationship level but cannot be edited or deleted. Depending on the configurations at this level, end users will see Global and Local CTA elements specific to Relationship type in Cockpit and Rules engine.

For more information, refer to Federated Customer Management.

Note: Customers who have not enabled Relationships will not see these three tabs.

  1. Mark CTA types as Active/Inactive: On the Administration > Calls to Action page, a new Active option is added in the Call to action type section at the Global, Account and Relationship levels. When you select the Active checkbox at the Global level, the specific CTA type appears at the Account and Relationship levels. When you select the checkbox at the Account or Relationship level, the specific CTA type will be available in the Cockpit while adding either an Account or Relationship CTA. 

Note: The Active checkbox is disabled for the global CTA types Risk and Objective at the Global, Account and Relationship levels.

  1. Map Milestones to CTA types at every level: On the Administration > Calls to action page, when you add a CTA type at the Global level, Global type milestones are available to map to the CTA type. When you add a CTA type at the Account or Relationship level, Account or Relationship type and Global milestones are available to map to the CTA type.
  2. Add Relationship fields to the Cockpit list view: Admins can configure the two list view columns visible in the Cockpit at Administration > Calls to Action > Global. Relationship fields are newly added to the list of options. The same list view fields are visible in the CS360 and R360 > Cockpit section for a specific account or relationship. 

  1. General settings are available now at the Account and Relationship levels under Administration > Calls to action. General settings section has Snooze and Associate contacts toggle buttons and Make chatter posts for CTAs list box. Depending on the configuration, users can see these options in the CTA detail view in the Cockpit.

  1. Global and Local CTA options in the Mass edit feature: In the Administration > Mass Edit filters, when you select Entity type filter, Admins will see Account and Relationship. In the Relationship type filter, Admins will see the available Relationship types. In the CTA type filter, CTA types categorized as Global, Account, and Relationship types are available. Based on the combination of these filters, Status, Priority, Reason, Reassign Ownership and Delete actions are available to make mass changes to the CTA elements. 

  1. Display order change for the Account and Relationship names in the Cockpit list view: Below the Relationship CTA name, users can see Account name > Relationship name.

November 2016: 5.4 Release  

  1. Create Custom Views in Cockpit. Users can now save Cockpit filter conditions as a private view. The new custom view can be modified, as well as re-named.

Users can also add up to two Account or Relationship fields to the Cockpit List View using List View Configuration in the filter area. The newly added list view columns override the default ASV and Renewal Date fields.

Note: 'Apply' does not save the custom view; it just applies the filters on the existing view for your current session. If you are in My CTAs or All CTAs, you have the option to save as new or apply. For more information, refer to the Create Custom Views in Cockpit article.

  1. Auto assign manual CTAs and Tasks: In Cockpit > [click +CTA] > CTA details, the Owner field reflects the logged-in user’s name by default. Users can also change the owner’s name manually.

In addition, the Due Date field now shows today’s date by default when users are creating a new CTA. For more information, refer to the Create Manual Calls to Action (CTAs) & Tasks article.

  1. Ability to mark CTA fields as mandatory: Admins can mark fields in CTAs as mandatory for users to complete before closing CTAs. If a required field is incomplete, an error message appears when the user tries to close the CTA. The mandatory field check will be applied retroactively to any existing CTAs when the user closes the CTA.

To mark a field as Mandatory:

  1. Navigate to Administration > Workflow > Calls to Actions > Detail view layout configuration > any tab.
  1. Select the Mandatory check box next to a field. When users try to close CTAs/tasks without completing mandatory fields, the following error message is displayed, along with an exclamation symbol beside the name of the CTA.

Note: The Mandatory check box is inactive for the fields which are predefined as Read Only.

  1. Ability to link Case object to the CTA: Admins can now 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.
    1. Navigate to Administration > Workflow > Call to Actions (workflow) > General settings as shown in the following image.
  1. In the Linked object field, select the Case object that creates a field on CTA to store the particular linked object record reference.

Note: In the Linked object field, you can scroll to select the object, or you can start typing the text to see the available objects that start with or contain the same text.

When you select the Case object, it will be added as a separate tab in the Detail view layout configuration section as shown in the following image.

Here, you can add fields or create Groups by clicking +FIELD or +GROUP. These fields will appear in the CTA Detail view under the CTA type that you select.

  1. Click SAVE.

Note: If you click X as indicated in the image under step 2, the object will be de-linked from CTAs. However, the field will not be deleted. You can delete the field from object setup in Salesforce.

Users will see +Create New and +Link to an existing options available in the CTA Detail View for the linked case object as shown in the following image.

  1. The Post update to chatter and/or comments options are now separated. In Administration > Operations > Rules Engine > [edit rule that includes create Call to Action] > Setup Action page, the following two options are now available:
    • Post update to chatter
    • Post update to comments

Note: Both the options have Once, Never, and Always as the possible values in the drop-down list. You can now set different values for each of the options. For example, you can set Post update to Chatter to Always and Post update as Comments to Never. Once the CTA closes out, that chatter conversation essentially goes away.

  1. You can now open the Cockpit-CTA detail view, Cockpit-Operational Reports, NPS Feed, NPS By Survey, NPS By Customer, Survey Analyse Chart Component Detail hyperlinks as primary Console tabs when you access Gainsight from inside the Console App. When you click any of these hyperlinks from the specific tabs, it opens in the same primary tab instead of opening in a new page altogether. It reduces the number of web pages and makes it more organized for the end users.

You can see different Gainsight navigation items available in the Cases drop-down list as shown in the following image.

In Setup > Build > Create > Apps > Console App > [click Edit] > Choose Navigation tab items, you can select the tabs from the Available items to add or remove as shown in the following image.

Note: If a C360 page for a customer is already open as a primary tab inside the Console App, you will be navigated to the existing primary tab if you try to open the C360 page from another tab, and it will reload the data.

October 2016: 5.3 Release 

N/A

August 2016: 5.2 Release 

  1. Enhancement: Send Emails from Cockpit using Email Assist feature. In Playbooks for customers and relationships, a new Email Task Type is introduced that enables users to customize and send an email directly from Cockpit. The email task utilizes a CoPilot email template. After the email is sent, the CTA task will be marked completed, and email open stats are visible in the Task detail view. For detailed instructions on how to configure Playbooks with the new Email Task Type, see this article. For end user instructions on how to send emails from Cockpit, see this article.
  2. Enhancement: Admins can receive copies of Cockpit Emails via BCC option. Admins can enter an email address in Administration > Email Configuration > Compliance, if you want to be copied on all emails sent from Cockpit.

3.   Enhancement: Update Priority and Status fields during manual creation of CTAs. This option allows CSMs to create a CTA in Cockpit and immediately set the Status to Completed, or to modify the Priority.

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