A CTA is a call to action that is tied to a customer and appears in a CSM's cockpit, as well as the account cockpit. CTAs can be created manually at any time, but some will automatically be created for you based on certain events or data.
To create a new CTA, go to your cockpit and click "+ CTA", then fill out the appropriate information. If a CTA will consist of multiple tasks over a period of time, click CTA after saving it, then click the three dots on the top right of the new right sidebar, and click "Add Task". You can add as many as needed and track your progress in the milestone section.
Watch a quick video on Gainsight CTAs to learn how to use them, best practices, and tricks.
The Cockpit is the main place you'll go to manage CTAs, which can be opened from several methods. They can be automatically opened due to trigger points in a customer's lifecycle, a CSM can manually open them, or if a CSM logs a task in a Timeline event that task will populate in the Cockpit.
The main Cockpit is located by using the far left navigation panel (under "Home") and clicking "Cockpit" to see all CTAs for all customers (this can be customized and refined, discussed below).
There are also individual C360 Cockpits for each customer, which can be located by navigating to the Customer 360 and clicking "Cockpit" in the left sidebar. Please note that C360 Cockpits do not include success plan objectives, while the main Cockpit screen does.
The Cockpit can be customized for your needs so that you can see what data is most helpful to you and your workflows.
To create and save a customized CTA view for yourself beyond the defaults, use the filter button at the top right; you can later access these views in the dropdown at the top left.
Once you have your Cockpit customized to your needs, you can also sort the rows by a column field by clicking on the name of a column, e.g. "Due Date".
Please note that any customizations you do for a Cockpit view will be consistent between the main Cockpit and individual C360 Cockpits.
There are several "types" of CTAs, which will have different corresponding playbooks, so if you're looking for a particular playbook be sure to select the appropriate type. See below for each type and the corresponding playbooks for that type.
If the CTA you're opening does not fall into one of the playbook categories, choose the type that makes the most sense. If it's a common CTA, suggest creating a playbook for the it by opening an issue.
CTA statuses are defined below.
Available on All CTAs:
Available on Lifecycle CTAs only:
Available on Objective CTAs only (Success Plans):
In Gainsight, you are able to snooze a CTA in order to keep it open but remove it from your main Cockpit until a later date (it will still show up in the C360 Cockpit).
Reasons to snooze a CTA instead of closing it:
To snooze a CTA, follow these instructions:
To update either
Snooze Date or
Snooze Reason, or to manually un-snooze the CTA, go to the CTA and click the three vertical dots again and change the details as required.
When a CTA is snoozed, it will not appear in the main Cockpit until the snooze ends or they are un-snoozed, but you can view snoozed CTAs by going to the C360 Cockpit which will show all CTAs. You can also update your main Cockpit filter to show snoozed CTAs by selecting the filter icon in the upper right corner and marking the
Is Snoozed filter as
To request additional Snooze options, please open an issue in the Gainsight issue tracker.
For more information and illustrations, review Gainsight's documentation.