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amanda_neil
amanda_neil
Contributor ⭐️⭐️⭐️⭐️⭐️
September 28, 2018
New Idea

Ability to see Success Plan Objectives in Timeline

  • September 28, 2018
  • 11 replies
  • 207 views
Currently we track objectives through the success plan but when looking into the Timeline we cannot see objectives listed.  Would like the ability to track the Success Plan Objectives and be able to post objectives form the timeline to the Success Plan.

      11 replies

      scotty
      scotty
      Contributor ⭐️⭐️⭐️⭐️⭐️
      September 28, 2018
      I hear you on the timeline thing. Is there a specific reason those CTAs can't just be CTAs? Is there a specific need to have them as a part of a success plan? Is it cosmetic?

      One of the things that we have done is open up our cockpits to list objectives too, so now all CTAs are visible there. As far as the users go, ours typically interact with all CTAs from the cockpit where the distinction of a Success Plan CTA and a other kind of CTA isn't necessarily material. 
      amanda_neil
      amanda_neilAuthor
      Contributor ⭐️⭐️⭐️⭐️⭐️
      September 29, 2018
      Our CSM's track the Success Plans for multiple customers, parent/child accounts so to have the holistic view of the customer multiple success plans within the timeline view would be beneficial for us.

      How did you open up your cockpit to show Objectives?  This would definitely help us at least see the CTA's from a Success Plan perspective.
      Gainsight Employee ⭐️
      hitesh_sharma
      Gainsight Employee ⭐️
      September 29, 2018
      Hi Amanda,

      In Admin -> Cockpit Configuration, under General Settings of Company and Relationship, you can find an option 'Show objectives in C360 Cockpit', enabling this flag will show SP Objectives in C360 Cockpit section (Note: If SP is in Draft stage, the Objectives will not be shown)

      Doc: https://support.gainsight.com/Cockpit_and_Playbooks/Admin_Guides/Configure_Cockpit_List_View-General...

      For, "Would like the ability to track the Success Plan Objectives and be able to post objectives form the timeline to the Success Plan."
      We don't have option to create Objective CTA's from Timeline. Though we have an Option to Configure an Other CTA Type that can used while creating CTAs from Activities.

      Let me know if anything else is required.
      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      October 12, 2018
      Something else to consider is that you can create Timeline entries directly from the CTA or Success Plan objective. These entries DO appear on the main Timeline and also serve to track progress and updates against specific objectives. 



      More info here: https://support.gainsight.com/Cockpit_and_Playbooks/User_Guides/06_Using_Call_to_Action_(CTA)_and_Ta...
      VP of Customer Success at Forcepoint
        amanda_neil
        amanda_neilAuthor
        Contributor ⭐️⭐️⭐️⭐️⭐️
        October 12, 2018
        Thanks Dan, but they do not say that the CTA came from a Success Plan CTA (in the timeline), that is what I am looking for.
        dan_ahrens
        dan_ahrens
        Expert ⭐️⭐️⭐️
        October 12, 2018
        Thanks for that additional detail, Amanda. If a Timeline entry that was created from a Success Plan objective had an identifier to designate that it was from a Success Plan (instead of just a generic "CTA" as it is today), would that solve for this use case then?
        VP of Customer Success at Forcepoint
          amanda_neil
          amanda_neilAuthor
          Contributor ⭐️⭐️⭐️⭐️⭐️
          October 12, 2018
          Yes it would 🙂
          samantha.colafrancesco
          Contributor ⭐️
          October 24, 2019

          Hi - Has there been any update on this? I have a similar issue I would like to solve for. When working with multiple points of contact, under the same account, they can have the same success plan. It would be VERY helpful to see the success plan name on the CTA.

          Thanks

          GarethR
          GarethR
          Contributor ⭐️⭐️⭐️
          May 27, 2021

          Adding to this thread since we have a similar request from the team.

           

          It would be great to be able to create Objective CTAs and assign them to a Success Plan when login timeline activities.

          Currently, when adding a task to a timeline activity an Activity CTA is created. However, it is often the case that we uncover one of their objectives when talking to a customer. In this instance, it would be great to create the “task” and then choose to assign it to an active Success Plan.

           

          This could be via a second button “Add Objective” or via a “Add to Success Plan” dropdown when creating a task for the user to choose the Success Plan they want to add it to.

           

          Is this something that you are considering adding?

            sai_ram
            sai_ram
            Expert ⭐️⭐️
            May 28, 2021

            @GarethR I will check on this and get back to you. Thanks for bumping this to the top.

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