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.
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!
https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/07_...
Let us know if this helps!
+5Hi 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!
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
+2Jake, you can also allow CSMs to add a new objective to the success plan and select a playbook that suits their needs.
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!
Thanks for all the help!
+2An 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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