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paul_upshaw
paul_upshaw
Contributor ⭐️⭐️
February 10, 2016
Question

Is it possible to report on individual tasks inside a single playbook?

  • February 10, 2016
  • 4 replies
  • 195 views
We have a playbook for our renewal reps to work through during our renewal process.  Often times, a renewal is paid before a rep has completed their playbook on the process.  We need to visualize trends in our renewal process and being able to see what step of the playbook they were on when a renewal happened is essential to doing this.  Does anyone know if this is possible, and if so how to do it?

    4 replies

    kristin_f3c469
    kristin_f3c469
    Contributor ⭐️⭐️⭐️⭐️⭐️
    February 10, 2016
    Hi Paul - I have two thought. One is to enable reports on the CSTask Custom object. The other, is that if your CSTasks are synched with Salesforce, then do the reporting on standard Tasks (Activities).

    I am curious to know how you make out. We have also been talking about how to evaluate the validity of the playbooks and how well they represent reality.

    Kristin
    elaine_cleary
    elaine_cleary
    Helper ⭐️⭐️
    February 13, 2016
    Hi Paul, I'm a CSM at Gainsight.  Today if you close your Renewal CTA all the associated Tasks in the Playbook get "closed" whether they were completed or not.  However, it's my understanding in an upcoming release that we plan to give you a separate status for those Tasks that weren't actually completed.  Do you think that would help?  Obviously, you'd need to be able to report on that as well.  Lastly, I've heard other conversations at Gainsight around the best way to track the effectiveness of Playbooks so our product team may have some other ideas for the longer term that will be interesting.   Thanks for bringing up this use case!
    jam
    jam
    Contributor ⭐️⭐️⭐️⭐️
    October 25, 2016
    Hi Elaine, I just submitted a question to group that is exactly what you've described here; the ability to select a separate status for tasks. Is this still on the roadmap for an upcoming release?

    Thanks!
    elaine_cleary
    elaine_cleary
    Helper ⭐️⭐️
    October 25, 2016
    Improvements have been made in Gainsight since this original post.  Most of the customers that I've worked with have done two things for this use case:  
    (1) configured multiple status options for both CTAs and tasks that include "closed-complete" & "closed-incompleted" for example.
    (2)  Considered updating the closed status default to "closed-incomplete".  Here the Gainsight Go article with those details as well as an excerpt from the Task Mapping & Task Status section below. https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/02_...

    "Regarding Task Status: You might want to use Closed-Complete as the Default Closed Status for a scenario where you have closed all tasks of a CTA; whereas, you might want to have Closed-Incomplete as the Default Closed Incomplete Status for a scenario where you may not have closed all the tasks, but still want to close the CTA. You can also have more than two Closed statuses, but they need to be added through SFDC Setup > App Setup > Activities > Task Fields > Task Status Picklist Values."

    Hope this is helpful!
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