GAINSIGHT COCKPIT, CTAS, TASKS, PLAYBOOKS WITH 100% CORRECT ANSWERS

CTA Data or lifecycle driven alerts, typically classified as risks, opportunities or events. Can be configured at global, company or relationship level Tasks Specific recommended steps in order to complete a CTA. Playbooks Pre-defined collection of tasks that can be applied to a CTA. A CTA can only have one active playbook assigned to it. Can be configured at global, company or relationship level. In setup they are grouped by CTA type. Activity CTA Used a default CTA type for CTAs created from timeline features but can also be created manually. Objective CTAs Tied to success plans and can only be created in C360 -- Success plans Create a CTA conditions CTA type and priority must be selected. If created from the cockpit in C360/R360 the company/relationship is autofilled. Standard CTA Types? How many custom can be added? There are 5 standard CTA types - objective (cannot be edited), expansion, lifecycle, activity and risk (cannot be edited). You can add up to 50 custom CTA types. Status, priority, snooze reason and reporting categories are all configurable. Configuring tasks Order by due date or playbook. Configure detail view layout (default includes priority, status, description, playbook). Default task status include open and closed. You can map task fields from GS to SF that have the same data type Which objects can you use mass edit on? CTAs, Tasks or Success plans What is email task? CTA task type called email task for inclusion in playbooks. Create email tasks in playbooks and associated a JO email template which is then visible to the CSM from the CTA. Click 'validate email' on a CTA Making playbooks inactive Only available at global level, they can be set to inactive if they are used by existing CTAs but once marked inactive, is not displayed for new CTAs created. Cannot be made inactive if in a rule or success plan What can I do in company general settings for CTAs? Turn on; snooze for CSMs, associated contacts, make chatter posts for CTAs, auto-sync tasks to SF, auto-track email assist emails in timeline, show objectives in C360 cockpit (see objective type CTAs linked to success plans), show all account activity in CTA. You can select the sender email address in email assist. Prerequisites for CTA linked objects? Object must be custom low volume (transactional) object. Must have a lookup to company object. What are the different CTA elements? Type, status and priority (default is low, medium, high). What is the cockpit list view configuration? Determines which 6 numeric list fields are visible in cockpit. To configure admin -- CTAs -- add fields to list view. Text areas can't be added. Users can configure custom views. What does configure associated contacts do? CTAs can be associated to a contact on the account. You can configure the search and filter criteria in CTA settings, add fields to search by (name/email are default and max 4 fields) and filters What are the default CTA reasons? Bugs/company/habits/implementation/product/readiness/sentiment/support risk, executive business review, internal activity, move to adopting, new customer kickoff, onboarding, renewal, sponsor change, survey response, upcoming renewal, upsell opportunity, usage drop What are the default CTA statuses? New, Work In Progress, Closed Success, Closed No Action, Closed Invalid What are the default snooze reasons? Waiting for Product Enhancement, User on Vacation, Other Add a linked object to CTA type Linked objects -- Select CTA type -- select MDA from select source and an object, a new field is created on CTA object with reference to the linked record. You can configure search fields and filters. Once a new object is associated a new sub-tab appears. What is send email? CSMs can send emails from cockpit, within a CTA, without a playbook applied. An email template must be configured for the CSMs to choose. 'Allow sending emails directly from CTAs' must be checked in admin. Click 'available to users' in email template to restrict use. What attributes are needed to define a good CTA? Specific title, priority, type, status, owners, due dates and comments What is a reporting category? Enabled reporting on CTA elements. Type, priority, reason, status and snooze reason all have different categories