Overview
Anywhere the Cockpit List View is displayed (Cockpit tab, C360/R360 Cockpit section, or Account widget), you click the name of a CTA to access its details. Similarly, if you click the name of a task, the task details are displayed. The CTA and task detail views are where CSMs can update status, add comments, re-assign ownership, adjust the due date, and more. Additionally, various attributes are visible, and potentially editable in these views, depending on how your Admin configured the detail views. For information on how to configure these views, refer Configure Call to Action (CTA) & Tasks Detail View Layouts.
CTA Detail View
If you click a CTA's name, you will see the expanded view which includes more information about the customer. From here you can:
- Change the CTA Owner
- Edit the Due Date
- Snooze the CTA. For more information, refer to the How to Use the Snooze Option section.
- Add Contacts. For more information, refer to the Associate Contacts section.
- Mark the CTA as a Milestone. For more information, refer Milestone Usage & Analytics.
- You can Add Task, Apply/Replace Playbook or Delete CTA from the CTA detail view. For detailed information, refer to the How to Add a Task and Apply a Playbook from CTA Detail View section.
- Log a Timeline activity for the particular account or relationship, and tied to the specific CTA and create tasks for this activity. For more information, refer to the Timeline feature in CTA Detail View section.
- Attach files within a CTA and share with a group of people
- Edit CTA Reason
- Edit CTA Priority
- Edit CTA Status
- Add Comments (not pictured -- refer to the Chatter on Calls to Action section)
- Share Chatter posts (not pictured -- refer to the Chatter on Calls to Action section)
- Click the arrow to collapse the Expanded View
How to Add a Task and Apply a Playbook from CTA Detail View
Click the Options icon in the CTA detail view to:
- Add Task
- Apply Playbook (If not applied already)
- Delete CTA (Delete CTA type is shown in the UI).
- Replace Playbook. If a Playbook was already applied, you will see an option to Replace Playbook, to remove the old and apply a new one
How to Use the Snooze Option
The main reason you would want to snooze a CTA instead of closing it is to make sure Rules Engine is not firing similar CTAs. For example, say you have a rule that triggers CTAs when there are less than 5 logins per week. Then you find out that the customer is on vacation for a month. In this scenario, you could snooze the CTA instead of closing it, and in effect avoid getting another CTA in the next 3 weeks for which you know the usage is going to be low.
To snooze a CTA, click the clock icon in the CTA detail view.
- Select a date for the CTA snooze to end, and select a reason for snoozing. Click Snooze. The Snooze is in effect through the selected date. The Snooze date is based on the SFDC org timezone setting, not the individual user's setting.
Note: CTAs get un-snoozed automatically post the end of snooze period, and reappears in the Cockpit List View.
- To view snoozed CTAs in the Cockpit List View, you must select the filter icon in the upper right corner, and select "Only snoozed CTAs." Snoozed CTAs also display in C360 > Cockpit.
- To update either Snooze Date or Snooze Reason, click the clock icon again and change the details as required. Click Update.
- To un-snooze a CTA manually, click the clock icon and click Un-Snooze then the CTA will reappear in the Cockpit List View. Users can now track the previous snooze date in the same dialog.
Note: The snooze option and snooze reasons are configured by your Admin. For more information on how to configure the snooze option, refer Configure Cockpit: CTA Types, Reasons, Priority, etc and Federated Customer Management.
Associate Contacts
This allows you to associate contacts that are available with the Account or Relationship of a CTA or task.
Click the Edit icon in the CTA Detail View. The Associate Contacts dialog-box is displayed.
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Click +ADD CONTACTS.
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Perform search as required. You can now view the results as configured.
NOTE: The contacts which are associated to a CTA, Task and Email Assist Task are sorted in AssociatedRecord Object.
For more information about configuring Associate Contacts, refer Configure Cockpit List View General Settings and Reporting Categories.
How to Use Expand/Collapse Sections/Groups
In the CTA Detail View, CSMs can see multiple Groups that contain fields for viewing and/or updating, as configured by the admins. CSMs can now expand and collapse all the fields in a single group or all Groups, based on their business requirements.
Use Case: For instance, assume that you have multiple Groups like: Support, Marketing, Sales and Finance in a CTA Detail View, and you may want only the Support Group to remain expanded. Using this enhancement, you can now achieve this by collapsing all the other groups in the detail view, to avoid unnecessary scrolling.
To Expand/Collapse Sections/Groups:
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Navigate to Cockpit list view page.
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Open the CTA Detail View of any CTA that has multiple Groups in it.
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Click the
(Expand) and
(Collapse) buttons to expand and collapse a single group. If required, you can also expand and collapse all the groups using
(Expand all groups) and
(Collapse all groups buttons) respectively.
Note: This functionality is also applicable to 360 > Cockpit/Success Plans.
Timeline feature in CTA Detail View
You can access Timeline Activity from the CTA detail view to log an activity (for the particular account or relationship, and tied to the specific CTA). The Timeline functionality in the CTA detail view is the same as in C360/R360 > Timeline. You 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 Use Timeline to log Activities.
- Navigate to CTA detail view > Timeline. All the activities tied to the CTA appear here.
- Click + to log an Update, Call, Meeting, and Email or click any Activity in the Activity dialog to update.
- Information (i) icon while logging or updating an activity shows the CTA Name and Account / Relationship Type information.
- Click Activity Drafts icon in the top right of the Cockpit view. 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.
Notes:
- 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.
Linked Object in CTA Detail View
Linked Objects allow CSMs to see relevant information from Salesforce records, and also update these records directly from Cockpit. The SFDC objects which have at least one field with a look up to the account will be available in the Linked Objects section to link to CTAs. Examples: SFDC Opportunity, Milestone, Cases, etc. To configure linked objects, refer Configure CTA Linked Objects.
Once admins have configured the record types in linked object, you will be able to select the Record Types defined in Salesforce, while creating a new record in a linked object. To configure record types, refer Configure Record Types in Linked Object.
Notes:
- CSMs will see the record types and the corresponding picklist values based on the settings defined in Salesforce.
- You will not be able to create a new record, if you do not have access to to the selected record type. You may have to contact your Salesforce administrator for access rights.
- By default, the Salesforce default record type is selected for the CTAs created from Rules, Surveys, etc., but you can still delink and select the required record types.
Use Case: For instance, the Salesforce admin has setup multiple record types for their Case object in SFDC, to facilitate different business processes. For example, the picklist values of the “Case Reason” vary based on the segment selected. In Record Type 1, the values defined for Segment 1 are: New Feature Request, Wrong Set-up, etc. and for Record Type 2, the values defined for Segment 2 are: Lack of Training, Didn’t understand functionality, Instructions not clear, etc. Previously, if their CSMs want to create case records on Segment 1 from Cockpit, they would also see New Feature Request (value from Segment 2), which did not make sense. This resulted in incorrect data when a report is generated. But now, CSMs can see all the record types and their respective picklist values assigned for each segment, while creating records from Cockpit, provided CSMs have access to to the selected record type.
To create a record in linked object:
- Navigate to CTA detail view > Linked Object (subtab).
- Click + CREATE NEW.
- Select the required record type.
- Select the picklist values for the respective fields.
- Click Save. A new record is created.
Task Detail View
If you click on a task you will be able to:
- Edit Task
- Delete Task
- Edit Task Priority
- Edit Task Status
If the task was part of a Playbook, you can see the Playbook Name and the Playbook Completion %.
NOTE: The contacts which are associated to a CTA, Task and Email Assist Task are sorted in AssociatedRecord Object.
Chatter on Calls to Action
If you have Chatter enabled on Calls to Action, you will see the option to post to Chatter and include Files and Links in conjunction with, or instead of adding comments. To learn more about enabling Chatter and/or Comments, refer Chatter: Integration Overview.
By default, the Chatter post will include #Gainsight-Cockpit and #<CTA name> tags to help provide context to the Call to Action from which a post is being made. These tags can be manually deleted before making the post. You may also @mention colleagues via Chatter. In addition, special formatting is provided in CTA Chatter posts (see image above). However, it does not support formatting in comments on chatter posts.