Here’s the use case: there’s an update on an R360 that needs to be specifically related to the R360 for the R CSM to easily see and historically look back on.
The C360 CSM also needs to be able to easily see and historically look back at this. This use case does not apply across the board, meaning the global setting to roll up R360 updates to the C360 is not ideal.
Instead, we would like the ability to select on the particular R360 update whether to push it to the C360 also.
More than ideal situation: Same thing backwards, with, of course, the ability to specifically select which R360 since that’s a 1:many relationship.
The workaround of just posting it twice is not a possibility due to the tracking of activity load then getting inflated, and also the confusion of where the commentary for internal discussion should live.
In this scenario, we have unique service projects run by Relationship CSMs. I’m expecting thorough documentation, enough that anyone else on our services team could assist with the projects.
Most of that documentation will not be relevant to the Customer CSM. The customer may have multiple service projects, so our goal is the Customer CSM should only be notified about high level or summary updates. These updates are relevant to both timelines and would ideally be posted on both. The Customer CSM could quickly look at the C360 Timeline to prep for a customer call, while the services team can use the R360 Timeline for detailed notes.
Avoiding noise of pushing everything to one thread is a big reason our services team is using Relationships. Without a selective roll up C360 Timeline option, we end up with two non-optimal options:
Creating views for the needed set of activities will help here. In the future, we will also add the ability for admins to push a Timeline view to add/ few users.