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Gainsight Inc.

Configure CTA Types, Reasons, Priority, Snooze

Gainsight NXT
Gainsight helps innovative companies protect and nurture their most valuable asset - their customers - with the power of our award-winning platform. With our Customer Success Solution, you can gain deeper insights into customer behavior, operationalize the customer lifecycle, and coordinate actions and results across teams.

This article supports Gainsight NXT, the next evolution of the Customer Success platform. New and upgraded customers are deployed on Gainsight NXT.

If you have not upgraded and are using Gainsight Salesforce Edition, you can find supporting documentation here.

Not sure what your team is using? Click here.

 

This article explains how to configure different call to action types, their reasons, priorities, statuses, and snooze reasons. To get started, navigate to Administration > Workflow > Call to Action (CTA).

Call to Action Types

Five CTA types are available out-of-the-box in Gainsight:

  • Risk: Represents negative trends with customers. Examples include loss of exec. sponsor, or low NPS score, or low # of licenses in use.
  • Lifecycle: Lifecycle-based and typically scheduled events. Examples include training events, EBR/QBR, and renewal meeting.
  • Expansion: Positive trends with customers. Examples include high NPS score, high page views or product usage.
  • Objective: Tied to Success Plans and can only be created in C360 > Success Plans section.
  • Activity: Tied to 360 Timeline Activities. Activity is generally used as the default CTA type for CTAs created from the Timeline feature automatically. Users can also create CTAs of this type from the Cockpit page.

Note: Risk and Objective CTA types cannot be edited. Lifecycle, Expansion, and Activity CTA types can be re-named/re-purposed.

In addition, admins can create a maximum of 20 custom CTA types per entity. For Global CTAs, admins can add 15 CTA types, apart from the five pre-configured Gainsight CTA types. Custom CTA types may be necessary when you want to collect/track unique information for that particular CTA type.

There are Reporting Categories shipped out of the box in the CTA Type section. You can add more Reporting Categories as shown below:

  1. Click REPORTING CATEGORIES. CTA Type Categories dialog appears. You can see out of the box and existing Reporting categories in this dialog.
  2. Click + CATEGORY to add new CTA Type reporting category.
  3. Click the Save icon.

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Create Custom CTA Types

To create a custom CTA type:

  1. Navigate to Administration > Call to Action > CTA Type section.
  2. Click + TYPE in the CTA type section. The Add CTA Type window is displayed.

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  1. Type new CTA type name in the Name text box. This CTA type name appears to the end-users while adding or editing a CTA in the Cockpit. You can use a maximum of 15 characters (including spaces) in this field.
  2. Type a plural label for this CTA type in the Plural Label text box. This plural label appears in the Cockpit as a list view header when the CTAs are sorted by type.
  3. Assign a Color. The selected color will be assigned to this new CTA type for ease of identification in the CTA type section.
  4. Select a CTA type reporting category from the Category list. The selected CTA type reporting category will be mapped to this new CTA type to enable reporting across the organization.
  5. Select the Recurring check box to mark a CTA as a recurring event. For example, if you have bi-weekly or monthly check-ins with a customer, and you want a CTA to automatically remind you to prepare for the check-in, this might be useful.

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  1. Click SAVE. A new custom CTA type is created.

Call to Action Reason

In this section, you can define the reasons available on a CTA. You can configure the CTA reasons to ‘All’ or specific to a CTA type. The default reasons available are Bugs Risk, Company Risk, Executive Business Review, Habits Risk, Implementation Risk, Internal Activity, Move to Adopting, New Customer Kickoff, Onboarding, Product Risk, Readiness Risk, Renewal, Sentiment Risk, Sponsor Change, Support Risk, Survey Response, Upcoming Renewal, Upsell Opportunity, and Usage Drop.

You can set different Default Reason for each CTA Type. To perform this, first select the CTA Type in Select CTA Type field. Then select the Default Reason for the selected CTA Type in the Default Reason field. If you want to have a common CTA Reason for all CTA Types, select All option in the Select CTA Type field.

When you set a Default reason for CTA Type, end users see this reason by default, while creating a CTA. However, they can modify the default reason and set a new reason.

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In the above case, when end users create a new CTA with CTA Type as Expansion, the default CTA Reason is Bugs Risk. However, end users can select other reason.

There are Reporting Categories shipped out of the box in the CTA Reason section. You can add more Reporting Categories as shown below:

  1. Click REPORTING CATEGORIES. The CTA Reason Categories dialog box appears. You can see out of the box and existing Reporting categories in this dialog box.
  2. Click +CATEGORY, to add a new CTA Reason reporting category.
  3. Click the Save icon.

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To add a new CTA reason:

  1. Navigate to CTA Reason section in the Administration > Call to Action page.
  2. Click + REASON. The Add CTA Reason window is displayed.

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  1. Select ‘All’ or a specific CTA type from the Select CTA Type list. The new CTA reason will be mapped to the selected CTA type.
  2. Type new CTA reason name in the Name text box. This CTA reason name appears to end-users while adding or editing a CTA in the Cockpit.
  3. Assign a Color from the color list box. The selected color will be assigned to this new CTA reason for the ease of identification in the CTA reason section.
  4. Select a CTA reason reporting category from the Category list box. The selected CTA reason reporting category will be mapped to this new CTA reason to enable reporting across the organization.
  5. Click SAVE. A new custom CTA Reason is created.

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Call to Action Status

In this section, you can define the statuses available on a CTA. You can configure the CTA statuses to ‘All’ or specific to CTA type. Each status can fall into one of three Categories (sixth column): Open, Closed Won and Closed Lost. The 'Closed Lost' category helps distinguish between successful and unsuccessful results. The default statuses available are New, Work In Progress, Closed Success, Closed No Action, and Closed Invalid.

You can set different Default Status for Open and Closed CTAs. To perform this, first select the CTA Type in Select CTA Type field. Then select the Default open or close Status for the selected CTA Type in the Default Open Status and Default Closed Status fields respectively. If you want to have a common CTA Priority for all CTA Types, select All option in the Select CTA Type field.

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In the above scenario, when the user creates a Lifecycle CTA, Default open status will be New, and default closed status will be Closed Success. End users can however modify the status for both open and closed CTAs.

There are Reporting Categories shipped out of the box in the CTA Status section. Click REPORTING CATEGORIES to see the available Reporting Categories but you cannot add new CTA status reporting categories.

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To add a new CTA status:

  1. Click + STATUS. The Add CTA Status window is displayed.

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  1. Select ‘All’ or a specific CTA type from the Select CTA Type list box. The new CTA status will be mapped to the selected CTA type.
  2. Type the new CTA status name in the Name text box. This CTA status name appears to the end-users while adding or editing a CTA in the Cockpit.
  3. Assign a Color. The selected color will be assigned to this new CTA status for ease of identification in the CTA status section.
  4. Select a CTA status reporting category from the Category list. Selected CTA status reporting category will be mapped to this new CTA status to enable reporting across the organization.
  5. Click SAVE. a new CTA status is created.

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Call to Action Priority

In this section, you can define the priority levels available on a call to action. You can configure the CTA priorities to ‘All’ or specific to a CTA type. The default values available are High, Medium, and Low. You can select the default priority for a CTA Type. You must first select a CTA Type (say Risk) and then select Default Priority (say High). So whenever the end user creates a new Risk CTA, the default Priority for this CTA is High. However end users can modify this priority. To select a common CTA Priority for all CTA types, select All option in the Select CTA Type field.

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There are three Reporting Categories shipped out of the box in the CTA Priority section. You can add more Reporting Categories as shown below:

  1. Click REPORTING CATEGORIES. CTA Priority Categories dialog appears. You can see out of the box and existing Reporting categories in this dialog.
  2. Click +CATEGORY to add a new CTA Priority reporting category.
  3. Enter a name for the reporting category.
  4. Click Save icon.

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To add a new CTA priority:

  1. Click + PRIORITY. The Add CTA Priority window is displayed.

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  1. Select ‘All’ or a specific CTA type from the Select CTA Type list. The new CTA priority will be mapped to the selected CTA type.
  2. Type a new CTA priority name in the Name text box. This CTA priority name appears to the end-users while adding or editing a CTA in the Cockpit.
  3. Assign a Color. The selected color will be assigned to this new CTA priority for ease of identification in the CTA priority section.
  4. Select a CTA priority reporting category from the Category list box. The selected CTA priority reporting category will be mapped to this new CTA priority to enable reporting across the organization.
  5. Click SAVE. A new custom CTA Priority is created.

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Snooze Reason

In this section, you can define reasons to snooze a CTA. You can configure the snooze reasons to ‘All’ or specific to a CTA type. The default values available are Waiting for Product Enhancement, User on Vacation, and Other. When you select a default reason here, end users see the same reason by default when snoozing a CTA. However, they can modify the default reason and select a new reason.

There are three Reporting Categories shipped out of the box in the CTA Snooze Reason section. You can add more Reporting Categories as shown below:

  1. Click REPORTING CATEGORIES. CTA Snooze Reason Categories dialog appears. You can see out of the box and existing Reporting categories in this dialog.
  2. Click +CATEGORY to add a new CTA Snooze Reason reporting category.
  3. Enter a reporting category name.
  4. Click Save icon.

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To add a new snooze reason:

  1. Click +SNOOZE REASON. The Add CTA Snooze Reason window is displayed.

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  1. Select ‘All’ or a specific CTA type from the Select CTA Type list box. The new snooze reason will be mapped to the selected CTA type.
  2. Type the new snooze reason name in the Name text box. This snooze reason name appears to the end-users while adding or editing a CTA in the cockpit.
  3. Assign a Color. The selected color will be assigned to this new snooze reason for ease of identification in the Snooze reason section.
  4. Select a snooze reason reporting category from the Category list box. The selected snooze reason reporting category will be mapped to this new snooze reason to enable reporting across the organization.
  5. Click SAVE. A new custom Snooze Reason is created.

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Relationship CTA Configuration

For customers who use Relationships in Gainsight, Admins can customize linked objects for:

  • Global CTA types on the Global tab.
  • Account level CTA types on the Account tab.
  • Relationship level CTA types on the Relationship tab.

Objects which are associated to the Relationship are available for linking to the CTAs specific to the Relationship type.

Depending on this customization, end users will see linked objects specific to each CTA type in Cockpit. For more information, refer to Federated Customer Management.

 

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