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jake_smith
jake_smith
Contributor ⭐️⭐️⭐️⭐️⭐️
February 28, 2017
Solved

How can we utilize success plans to trigger a playbook?

  • February 28, 2017
  • 4 replies
  • 118 views
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.
    Best answer by lila_meyer
    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!

    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!
    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. 
      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!
      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.
      VP of Customer Success at Forcepoint
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