Catch-up on Cockpit Enhancements

Cockpit is the day-to-day workspace for CSMs. As a turbo-charged “to-do list” that integrates with the rest of your system, it turns customer insights into tangible action items for your team. Calls-to-action, or CTAs, are tied to customers and are the backbone of Cockpit. CTAs can be created manually, but more often are triggered by business rules that analyze usage data. For each CTA that appears in the CSM's Cockpit, a prescribed playbook of best practice tasks can help guide the CSM through the right steps.

1. Default Mapping of Reports and Surveys in Ad-hoc email and Playbook: Previously, if an admin wants a CSM to send an email that has a defined value in Reports and Surveys, admin has to first configure an email template with dynamic tokens in it, and then define the values for those Reports and Surveys in the Playbook. But, with this enhancement, CSMs while sending emails from Cockpit via Send Email (Ad-hoc)/Playbook can now see the Reports and Surveys tokens are automatically mapped with the values, if the selected email template has a default mapping.
   
   The following image shows the Default Values displayed for Surveys and Reports, when CSMs choose to send email via Send Email option.
   
   For information on how to configure Default Mapping in Email Templates, refer Configure Email Templates article.
   
   The following image shows the Default Values displayed for Surveys and Reports, when CSMs choose to send email via Send Email option.

The following image shows the Default Values displayed for Surveys and Reports, when CSMs choose to send email using Playbook.

2. Edit Default Mapped Fields in Emails Sent from Cockpit: With this enhancement, CSMs while sending emails from Cockpit via Send Email (Ad-hoc email)/Playbook can now edit the value of the Default Mapped fields, for reports and surveys, if the selected email template has a default mapping.
   
   Use Case: For instance, if an admin configures an email template with a default mapping on a field such as First Name, and while sending email from Cockpit the CSM wants to replace First Name with Name, they can just edit the default mapped field.
   
   For information on how to configure Default Mapping in Email Templates, refer Configure Email Templates article.
   
   Prerequisite: Admins must first enable the Edit default token mapping in cockpit toggle button, to allow CSMs to edit the default mapped fields.
   
   To enable Edit default token mapping in cockpit button:

   1. Navigate to Administration > Communication > Email Configuration.
   2. Go to the Compliance page.
   3. Enable the Edit default token mapping in cockpit toggle button.

The following image shows the Edit Default Mapped fields capability when CSMs choose to send email via Send Email option.

 

The following image shows the Edit Default Mapped fields capability when CSMs choose to send email using Playbook.

Cockpit is the day-to-day workspace for CSMs. As a turbo-charged “to-do list” that integrates with the rest of your system, it turns customer insights into tangible action items for your team. Calls-to-action, or CTAs, are tied to customers and are the backbone of Cockpit. CTAs can be created manually, but more often are triggered by business rules that analyze usage data. For each CTA that appears in the CSM's Cockpit, a prescribed playbook of best practice tasks can help guide the CSM through the right steps.

1. Ability to Sort By CTA Name in Cockpit: With this release, a new sort option called Name is introduced, which allows CSMs to sort their CTAs by the Name of the CTA. If required, CSMs can modify the order from ascending to descending.
   
   To use this enhancement:
   1. Navigate to Cockpit list view page.
   2. Select Name from the Sort By dropdown list. This will sort the CTAs in ascending order, and if required you can change the order.

Note: This functionality is also applicable to 360 > Cockpit.

2. Ability to Expand/Collapse Sections/Groups in CTA Detail View: In the CTA Detail View, CSMs can see multiple Groups that contain fields for viewing and/or updating, as configured by the admins. Previously, CSM has to scroll down these multiple groups to view or update the desired field. But, with this enhancement, CSMs can now expand and collapse all the fields in a single group or all Groups, based on their business needs. 
   
   For more information on how admins configure CTA detail view layouts, refer to Configure CTA Detail View Layouts article.
   
   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 use this functionality:
   1. Navigate to Cockpit list view page.
   2. Open the CTA Detail View of any CTA that has multiple Groups in it.
   3. 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.

3. Call to Action and CS Task Objects added to Default Mapping for Email Templates: Previously, while defining an email template, admins were able to map a token to any field from Account, Relationship, Contact, User and Customer Info objects but not to the fields from Call to Action and CS Task objects. But, with this enhancement, admins can now do the default token mapping to any field from Call to Action and CS Task objects.

Cockpit is the day-to-day workspace for CSMs. As a turbo-charged “to-do list” that integrates with the rest of your system, it turns customer insights into tangible action items for your team. Calls-to-action, or CTAs, are tied to customers and are the backbone of Cockpit. CTAs can be created manually, but more often are triggered by business rules that analyze usage data. For each CTA that appears in the CSM's Cockpit, a prescribed playbook of best practice tasks can help guide the CSM through the right steps.

1.  Ability to Send Ad-Hoc emails from Cockpit: Previously, CSMs who wanted to send emails directly to contacts from Cockpit were required to apply a playbook with an email task. This meant admins had to ensure that the right templates were readily available in playbooks. To address this issue, Cockpit is enhanced with a feature called Send Email, which enables CSMs to send emails using any email template in a CTA, without applying a playbook. For example, a Sales Representative will call the customer to discuss the renewal and based on interaction, they must send out a follow-up email.
   
   To enable this functionality, admins must first configure an email template, and then CSMs can select the email template to associate with the email task. For more information, refer to Send Ad-Hoc Emails from Cockpit.
   
   The advantages of sending emails from Cockpit are:

• Email Task will be created within the CTA which allows for better tracking.
• Email is automatically logged to Timeline
• CSMs can use Email Analytics

Sending emails from Cockpit can be enabled or disabled based on your requirements. To enable this feature, navigate to Administration > Communication > Email Configuration and select COMPLIANCE tab. Turn ON the Allow sending emails directly from CTA's toggle button.