Need the ability to report on external contacts within Timeline Activity
CS Timeline
External contact is a field you can populate when logging an activity to the timeline, but this field is not available to report on in Gainsight. Notes is also not available (but there's another discussion around that), so there's no way to identify who was involved in an activity via Gainsight reports. Therefore, kind of pointless to run reports or add them to dashboards if we can't quickly identify who the activity involves and would need to go to the timeline itself in order to make that determination.
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Not being able to report on the contacts that the Timeline Activity is associated with is hurting adoption from our CSMs.
For our use case: we have segmented our clients with a CSM (who manages the relationship side and primarily uses Gainsight) and an AM (who manages the renewal and uses Salesforce).
So, we have created a Report that kind of mimics the Activity History object of SFDC. It's a good way to get any sort of task or activity logged on an account in one place. This report shows any task logged in SFDC, Timeline Activity, and completed CTAs.
However, the issue with this report is that the External Attendees from Timeline logs aren't able to be pulled into this report. Unless, I go through the Task object in SFDC. The issue with that route is that only the Primary Contact will appear in the report, since apparently I can't access the additional contacts via the reporting feature.
This causes a lot of problems for CSMs that want to quickly check which users have been Trained, since the primary contact is the only one that will appear in the report. I know they can search for all Training Calls in Timeline itself, but that still requires clicking through each log to see which External Attendees were linked to the log, this can be very cumbersome for clients with 20+ users on the account.
Is there any plan on reporting on the External Attendee field in Timeline? Or, if there is a way to pull in those additional contacts via the Task object?
We are planning on releasing this capability in the near term - hopefully summer of this year. It represents some technical challenges that the team is working though.
Good news is that you can report on every other data element that Timeline captures, so hopefully you're still able to generate some meaningful reports and actions using rules, even if the precise attendees is not actionable yet.
Internal Attendees and External Attendees fields: The Activity Timeline object is now enhanced with two new fields; Internal Attendees and External Attendees. These fields return the list of internal and external attendees (respectively), who attended a particular meeting.
This feature is avialbe now please refer this article for more inforamtion.
@All, thanks for posting and happy posting!!!