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Customer Interaction into the Success Plan


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It has been talked about for a while that allowing customer interaction into Success Plans is coming. Is there a list of functionality that is expected (roadmap) along with timelines that can be shared?

We use Success Plans to track new client Onboarding activities and it would increase client engagement to have the client be able to directly interact with the Success Plan.

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Best answer by rakesh_lingala 6 January 2020, 11:53

Hello Everyone!

Happy to announce that your request has been considered and included as part of v6.9 release (Dec). Gainsight has now introduced a Timeline tab at the Success Plan level. With this enhancement, CSMs can now post activities, save drafts, and view all activities related to the Success Plan. Each Success Plan will have its own Timeline tab, but this tab is not available for externally shared Success Plans. 

You can find the relevant information in our v6.9 Release Notes.

This feature is implemented in only NXT version.

Thanks for posting!

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Userlevel 6
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I haven't seen any details yet... but there was a comment on this post that it's on the roadmap:

https://community.gainsight.com/conversations/customer-success-plan-edit-functionality-for-external-user-5bc73e16e4b04588aaf868b5

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Thank you! I posted on that thread asking if there was an update.

Userlevel 6
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Hello Everyone!

Happy to announce that your request has been considered and included as part of v6.9 release (Dec). Gainsight has now introduced a Timeline tab at the Success Plan level. With this enhancement, CSMs can now post activities, save drafts, and view all activities related to the Success Plan. Each Success Plan will have its own Timeline tab, but this tab is not available for externally shared Success Plans. 

You can find the relevant information in our v6.9 Release Notes.

This feature is implemented in only NXT version.

Thanks for posting!

Userlevel 4
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Is there a plan to add this to SFDC edition as well?

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