Implemented

Outlook Integration with Gainsight


Userlevel 5
Today there is no integration of outlook with Gainsight. Communication and documentation of communication all in one place is key for CSM's success. As email is widely used and office email is key part of their day to day operation it would be very useful to have emails attach to the CTA so there is a context to the communication

chethana 1 year ago

Hello all,

Thanks for your posts. We are already working on outlook integration , this should be available for BETA in August. Please look for BETA program announcements and signup.

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Userlevel 6
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Hello Everyone!

Happy to announce that your request has been considered and included as part of the v6.18 release (SFDC / NXT). Gainsight Assist Outlook Add-in helps users access their Gainsight email templates directly from Outlook, thereby saving time when composing customer emails. The ability to log emails to Timeline from their inbox ensures that every important conversation is captured.  

This feature is now available for the users to download from the Microsoft store.

This feature is implemented in both SFDC & NXT versions.

Thanks for posting!

Userlevel 3

Is this Outlook 365 integration on track for delivery in FY21? 

Userlevel 7

Hello all,

Thanks for your posts. We are already working on outlook integration , this should be available for BETA in August. Please look for BETA program announcements and signup.

I’d love to hear about people’s experiences with the BCC function

Although any integration to Outlook will be a step in the right direction.  The fact is Gainsight like every other SaaS provider wants to keep your eyes on their platform. So although most of the the real world works using Office365. I suspect the integration will not be particularly great.  They’ve been dragging their feet for years. I really hope I’m wrong, but I can’t see me getting away from having to duplicate absolutely everything so that we can track the CS activities in the Gainsight platform (which iit s good at).. and then duplicate every single activity in office 365 (using tasks/emails/Teams and calendar ). which gainsight isn’t so good at.

 

Has anyone used this BCC feature yet?  Does it capture the replies that the customer sends?

@Gainsight Are there any plans to create a true integration between Outlook and Gainsight?

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The CSMs are getting restless!  Help your Gainsight Admins out!  Will we be able to see this feature in 1H2018?

@All, I am really happy to announce that this enhancement request is considered and will post here more updates .

 

 

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The CSMs are getting restless!  Help your Gainsight Admins out!  Will we be able to see this feature in 1H2018?

Here you go! 

 

Userlevel 7
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@All, Here is a good news, we have considered this enhancement and we are also giving an opportunity to do beta testing for this enhancement. 

Please go through this post for more details https://community.gainsight.com/product-news-updates-6/beta-testing-opportunity-cockpit-calendar-integration-37434

 

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This feature will add emails that I send to the customer. Right? For emails the customer send to me, how do I get them on the timeline?

Userlevel 7
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Hey Everyone! We are really excited to announce that Email to Timeline has been released with our Feb release (v6.0). Check out the details here: https://support.gainsight.com/Release_Notes/Current_Release_Notes/Release_Notes_Version_6.0_February_2019#Timeline

Userlevel 4
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I've gotten this request too for this capability from the CSM team.
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Another thread about Person model the need for best practices in a SF environment here: https://community.gainsight.com/conversations/best-practices-for-integration-of-person-model-with-sfdc-contactsrelated-contacts-5bfd5551e4b008b0aea9c0d0

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In theory seems like it would be. But when most of your customers are on Salesforce and leverage the Contact object (and more increasingly Related Contacts) this appears to create an additional layer of management of individuals that connect with accounts/companies through different ways significantly increasing the complexity with limited cross-sync capabilities that I've been able to deduce from the documentation.

I have requested a meeting with my CSM to discuss this, because it seems like this is a long way from being usable for Salesforce customers.

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Jeff is correct, Email to Timeline uses the Gainsight Person model to know how to correctly match the email you sent to the right Company or Relationship.

We have so many great features in store that the Person model will enable like organizational charts, Person 360 for tracking individual user activities, and more! When you see all that this feature will enable, we hope you'll find it...



:-)

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@Heather - it's in the draft release notes for February: https://drive.google.com/file/d/1v6OY1RtJHZ4nhlbBvKUWl-iieZokxpXW/view

Which links to another doc: https://docs.google.com/document/d/1RckRiIDsV7OpnZ8BUXPEr-dMnHnolKX8pTq-3KP6wXI/edit#

Which states: "Ensure that required person records are added to Gainsight. They can be added from C360 > Person section > +PERSON when the Person associated with a specific Company or Relationship respectively."

And another which has some additional info, everything referencing "Person" https://docs.google.com/document/d/1m8OuzTnbeGZjBYHqKyjmMTxSqaYhTu6t7cA7mJwFJpY/edit#heading=h.gmh79kl2s01c

Userlevel 4
@Jeff Kirkpatrick - where did you read that you need to have Person model enabled?

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Looks like Email to Timeline is available in February release. But it requires the use of the Person model in Gainsight.

Womp. Womp.



I've gotten this request from a few additional customers, including Autodesk and Symantec. Just wanted to make sure this is captured here as well.

#3, and #4 are the highest on my list.

Userlevel 6
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+1 to this idea! This would extremely helpful for CSMs and being able to document every communication in one place is the ideal solution.

Userlevel 7
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https://community.gainsight.com/gainsight/topics/logging-emails-by-bcc-in-timeline?utm_source=notifi... While it's not the 'integration' that most of us are hoping for - by at least the way the chain reads.  It's a step in the right direction.  And I'm rather looking forward to it!
That's a great question Lauren! I wish someone can help answer it. I find it difficult to believe, with GS being an app built on the Force.com platform, that syncing activities from SFDC to GS timeline is such an issue. It would certainly solve this issue and keep a lot of GS customers happy. 
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Thanks for this update Dan! Our team loves Timeline, and this capability would continue to grow our adoption of both Timeline and Gainsight in general. 

We understand the complexity of accurately mapping entries to accounts and/or relationships... But, we're pretty excited for the potential feature. 
Userlevel 3
If an email can be "send to" the gainsight timeline as Email-task would be very helpfull.

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