May 2017: 5.6 Release
1. Cockpit Snooze feature includes Update and Un-snooze options: If Snooze is enabled for CTAs in your org, end users can snooze CTAs in Cockpit when circumstances require it. Navigate to Cockpit > CTA detail view > [click on the Snooze icon]. The snooze function is applied on a CTA when users click on the new Snooze button after Snooze Until and Reason fields are entered.
When Snooze is already applied on a CTA, users can update the Snooze options and deactivate the Snooze function with the new buttons, UPDATE and UN-SNOOZE. Users can now track the previous snooze date in the same dialog.
Note: These enhancements are applicable to both Account and Relationship type CTAs but the basic functionality of the Snooze feature does not change.
2. CTA element Reporting Category name is editable now: Navigate to Administration > Call to Action > Global. Click on the Reporting Categories button in the CTA type, reason, priority, or snooze reason section.
Admins can now edit the reporting category names using the edit (pencil) icon.
3. Cockpit List View displays Next Task Due Date: Next Task Due date is shown beneath the task count in Cockpit list view now. If the next open task is overdue, then Next Task Due date is highlighted in red and CTA due date is not highlighted in orange. When the next open task is overdue, tooltip Overdue is shown.
Note: If a CTA does not have a task or all tasks are closed, next task due date is not shown.
4. Display separate Health Scores for Account and Relationship CTAs for the same Account: Users can see health scores specific to the Account and Relationship level CTAs in the Cockpit list view column. If Scorecards 2.0 are in use, their Health scores are also shown here.
Note: You may experience some delay in loading health score information in the Cockpit list view depending on whether the source data is in SFDC and/or MDA.
5. Email Templates 2.0 can be configured with Email Assist Tasks in Playbooks: Navigate to Cockpit > Playbooks. When users create Email assist tasks in Playbooks, Email Templates 2.0 are now available along with existing Email Templates 1.0 to configure with an Email task. For more information on Email Templates 2.0, refer to Email Templates 2.0 FAQ.
6. Access Timeline from the CTA detail view: Users can access the Timeline Activity from the CTA detail view to log an activity (for that particular account or relationship, and tied to that specific CTA) on the new Timeline sub-tab. The Timeline functionality in the CTA detail view is the same as in C360/R360 > Timeline. Users can create tasks for an activity in the Timeline tab and these tasks are added to the same CTA. For more information on Timeline Activity, refer to Use C360 or R360 Timeline to log Activities.
Information (i) icon in Activity dialog while logging or updating an activity and in the Activity drafts shows the CTA Name and Account / Relationship Type information.
- Tasks created from Cockpit > CTA detail view > Timeline or C360/R360 > Timeline can be edited or deleted from Cockpit only, and they can be read only from C360/R360 > Timeline.
- Timeline is not fully implemented in Widgets. Enhancements are planned for an upcoming release.
7. View, edit, and log activity drafts from Cockpit: A new option is introduced in the top right of the Cockpit view to see activity drafts which were started but not logged in the CTA detail view > Timeline. Users can open an activity draft, edit, and log into CTA detail view > Timeline from here.
1. Deactivated CTA elements no longer appear in other functionality: In Administration > Call to Action, when a CTA type, status, reason, priority, or snooze reason is deactivated from the Account or Relationship level, it will not be available for mapping in other functionalities in Gainsight, such as in the CTA creation form, Rules Engine, etc. This enhancement is shown for a CTA reason below, and it applies to other CTA elements also.
a. Navigate to Administration > Call to Action.
b. If the CTA reason is already mapped to a CTA, users can see it as disabled in the CTA detail view.
c. If users change the CTA reason, the disabled CTA reason will disappear.
2. Configure Objective CTAs to display in C360/R360 > Cockpit section: Navigate to Administration > Call to Action > General Settings. At the Account level, Admins can see a new toggle button Show objectives in C360 Cockpit. By switching this toggle On, users can see objective type CTAs tied to Success Plans in C360 > Cockpit.
At the Relationship level and for any Relationship type, Admins can see a new toggle button Show objectives in R360 Cockpit. By switching this toggle On, users can see objective type CTAs tied to Success Plans in R360 > Cockpit.
3. Option to select Account ID field for associated contacts in CTA configuration: Navigate to Administration > Calls to Action > General Settings. At the Account or Relationship level, Admins can now see a new dropdown list to select an Account lookup field for Associate Contacts. When Admins select an Account lookup field, all the associated contacts from the field can be selected in the Account and Relationship CTA detail view. This enhancement lets the users select the associated contacts applicable only to the specific Account or Relationship in CTA detail view.
4. Custom fields can now be displayed in Playbook tasks: Navigate to Administration > Tasks > Detail view layout configuration. When Admins configure the custom fields in task detail view layout configuration, users can see these custom fields in Cockpit > Playbooks. When these playbooks are applied to a CTA, users can see the custom fields in Cockpit > Task detail view. These fields can also be synced to SFDC tasks if syncing is enabled.
With this enhancement, Admins can add custom fields to the Playbook tasks. Custom fields in the tasks are used to give task specific extra information to the CSMs and allow CSMs to enter information required to standardize task level reporting.
a. Navigate to Administration > Tasks > Detail view layout configuration and add custom fields.
b. Navigate to Cockpit > Playbooks. Users can see new custom fields in the task detail view.
c. Navigate to Cockpit > List. Following image shows the tasks applied from a Playbook to the CTA. Users can see the custom fields in the task detail view.
5. Email Assist tasks are tracked as Timeline Activities: Emails sent from Email Assist tasks can be tracked as an activity for the Account or Relationship CTAs. To enable this setting:
a. Navigate to Administration > Calls to Action > General Settings at the Account or Relationship level.
b. Switch the toggle Automatically track email assist emails in timeline On.
Users can now see activities on email communications in CTA detail view > Timeline.
6. Configure a default CTA Type: Navigate to Administration > Call to Action > Call to action type. Admins can now select a default CTA type. When users assign tasks in C360/R360 > 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.
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.
- 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.
- 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.
- 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:
- 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.
- 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.
- 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.
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.
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.
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.
- 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.
- 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.
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.
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.
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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
- 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.
- 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.
- 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:
- Navigate to Administration > Workflow > Calls to Actions > Detail view layout configuration > any tab.
- 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.
- 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.
- Navigate to Administration > Workflow > Call to Actions (workflow) > General settings as shown in the following image.
- 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.
- 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.
- 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.
- 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