Call to Action (CTA) Detail View

Add Dependent Picklist Values

You can add and update the dependent picklist values defined by the Admin in the Call to Action layout. Each dependent picklist always has a controlling picklist. The dependent picklist values are populated based on the values selected in the controlling picklist. 

When the controlling picklist value is changed, the dependent picklist value is automatically cleared. If the controlling value is reverted, the previously selected dependent value does not reappear and must be selected again if still valid.
Note: If the dependent picklist field is configured as Editable Only During Creation, it cannot be changed after the CTA is saved.

Associate Persons 

Link key contacts or stakeholders to a CTA using the Associated People search field in the Details tab. You can only link Company Person or Relationship Person records to a CTA.

To add associated people:

1. In the Details tab, click Associated People
2. Enter a name in the search field.
3. Review the search results and select the desired personPerform a search as required and you can now view the results as configured.

You can use the search field to find individuals across all companies. You can see the company name by hovering over an individual’s name. This is useful if for instance, you are logging a CTA with Abbett. You can tag a board member from XYZ as an Associated Person, even if they are not directly associated with Abbett.

For you to manage cross-company people tagging, admin must activate the Enable Company Hierarchy View feature and Person toggle from C360 Layouts. For more information on activating company hierarchy rollup view, refer to the Configure Company Hierarchy Rollup View article.

For more information about how to add new persons, refer to the Configure Cockpit List View, General Settings, and Reporting Categories article.

Additional Timeline Options

You can also:

• Search and filter the activities based on the Activity Type and Date in the Timeline tab.

• Click the three-dots icon on a logged activity to:

  • Apply Playbook
  • Copy Link
  • Snooze
  • Send Email
  • Add to Calendar
  • Delete

• Click the Comments icon to view and add new comments to the activity.

For more details, refer to the Use Timeline to Log Activities article.

Apply Playbook 

You can apply a playbook to a CTA to automatically assign a predefined set of tasks. 

To apply a playbook to a CTA:

1. From the CTA Detail View, click the three-dots vertical menu icon in the top right corner.
2. Click Apply Playbook. The Apply Playbook window appears.
3. Select or search for the playbook you want to apply.
4. Click Apply. The selected playbook is applied to the CTA, and its tasks appear under the Tasks tab.The playbook is added successfully to the CTA and can be viewed in the Tasks tab.

Snooze CTA

The main reason to snooze a CTA instead of closing it is to make sure Rules Engine is not firing similar CTAs. For example, you have configured 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 when you know the usage is going to be low.

To snooze a CTA:

1. From the CTA Detail View, click the three-dots icon in the top right corner.
2. Click Snooze. The Snooze CTA dialog appears.
3. In the Snooze Until field, select a date for the CTA snooze to end.
4. In the Reason field, select the reason for snoozing.
5. Click Snooze. The Snooze is in effect through the selected date. The Snooze date is based on the individual user's timezone settings.
   Note:​ CTAs are un-snoozed automatically at the end of the snooze period, and reappear in the Cockpit List View.

You must set the filter view with "Is Snoozed " filter value as true to view snoozed CTAs in the Cockpit List View. Snoozed CTAs also display in the C360/R360 > Cockpit section.

To update either Snooze Date or Snooze Reason, click the three-dots icon in the top right corner again and change the details as required, and click Update.

You can also un-snooze a CTA manually by clicking the Un-Snooze option, and that CTA reappears 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 to the Configure Cockpit: CTA Types, Reasons, Priority, Snooze and Federated Customer Management article.

Copy Link option 

Copy a direct link to a CTA using the Copy Link option, and share it with other Gainsight users to quickly direct them to the same CTA in Cockpit.

Example Business Use Case: A CSM needs to share a CTA with their manager to review the due date. Using the Copy Link option, they can generate a direct link to the CTA and share it for quick access in Cockpit.

To copy a CTA link:

1. In the CTA Detail View, click the three-dots vertical menu icon in the top- right corner.
2. Click Copy Link. The CTA link is copied to your clipboard and can be shared with any Gainsight user.

The following image shows how a shared CTA appears when a Gainsight User clicks the link.

Delete 

Use this option to delete the CTA and its associated tasks.

To delete a CTA:

1. In the CTA Detail View, click the three-dots icon in the top right corner.
2. Click Delete. A confirmation dialog appears.
3. Click Yes. The CTA is deleted successfully.