Skip to main content
jake_smith
jake_smith
Contributor ⭐️⭐️⭐️⭐️⭐️
February 28, 2017
Solved

How can we utilize success plans to trigger a playbook?

We are currently going through the process of creating success plans for new CS owned customers. Our CSM's would like for some of the objectives in success plans to trigger a playbook that feeds them appropriate tasks. Is the only way to do this through a cockpit CTA? That seems redundant that we'd have to go in two separate areas to solve a long term objective that could be aided by a playbook.
    lila_meyer
    lila_meyerAnswer
    Gainsight Employee ⭐️⭐️⭐️
    February 28, 2017
    Hi Jake, Admins can create Success Plan templates with Objectives and associated Playbooks. Then your CSMs can apply the template to their Success Plan in the C360/R360, and the CTAs with Playbooks will be available. This article explains how to setup templates:

    https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/07_...

    Let us know if this helps!
    Lila Krutel, Dir. Global Education Services
    View in thread

    4 replies

    lila_meyer
    lila_meyerAnswer
    Gainsight Employee ⭐️⭐️⭐️
    February 28, 2017
    Hi Jake, Admins can create Success Plan templates with Objectives and associated Playbooks. Then your CSMs can apply the template to their Success Plan in the C360/R360, and the CTAs with Playbooks will be available. This article explains how to setup templates:

    https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/07_...

    Let us know if this helps!
    Translate
    Lila Krutel, Dir. Global Education Services
      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      February 28, 2017
      Jake, you can also allow CSMs to add a new objective to the success plan and select a playbook that suits their needs. 
      Translate
      VP of Customer Success at Forcepoint
      jake_smith
      jake_smithAuthor
      Contributor ⭐️⭐️⭐️⭐️⭐️
      February 28, 2017
      Thanks Dan. Can only admin's apply a playbook to a previously existing objective? Is there a brief overview of this process.

      Thanks for all the help!
      Translate
      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      February 28, 2017
      An admin will need to create the playbook, but once the playbook is created, any full user (CSM) can add an objective to a success plan and select an existing playbook.
      Translate
      VP of Customer Success at Forcepoint
        Terms & ConditionsAccessibility statement