- The option to roll the Timeline activities from the Relationship to the Customer Timeline and show which Relationship it is from.
- The ability to determine who can see the Customer Timeline--just as you can customize C360 views.
- To make Timeline entries read only; create, edit, or delete their own entries; or modify all permissions at the Customer level.
- To go a step further, possibly add the ability to create a Timeline event at the Customer-level and--as with Relationships in Cockpit--add the Relationship it should be tied to.
Relationship Timeline & Customer Timeline
None
Thinking about how to use the Relationship Timeline and the Customer Timeline. As the GA, I would love:
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Thanks for the post.
1. Do you think this will increase noise in customer timeline? What level of control would you need to roll up relationship data to customer timeline.
2. Do you want to put restrictions of what data should be visible to which user? If yes, then this is in our long term roadmap
3. Makes sense. Once we have attachments, would same permission be applicable for attachments too or will attachments and notes have different permission sets.
4. We will look into it.
Thanks,
Nitisha
1. No, I do not think that this will increase noise on the timeline. While the CSMs should use the Relationship 360, I don't want our leadership to have to go to each Relationship to see the timeline notes. It would be great if they could view one area, such as the Customer timeline. We roll up CTAs to the Customer cockpit, don't we? Why not the Timeline. Again, I would not want this to be universal across Gainsight--as the removal of the objective CTAs from the C360 cockpit where in the last release (and hopefully will be fixed soon). We as GS Admins should have the option to choose. :)
2. Yes, I want CSMs that handle customers at the Relationship level to see and use the R360 Timeline. I have a few unique international CSMs that I would want the ability to see both, however that is where #4 comes into play. Here they could easily add a timeline entry and tag it to the appropriate Relationship 360 Timeline from the C360 Timeline.
3. As for attachments, I think they are a great idea, BUT they should have the option to be visible as an attachment to the task in SFDC, where the SFDC permissions for that account would then come into play for non-Gainsight users.
Thanks!
Renee
A multi-select filtering option on the C360 Timeline (similar to the current Activity type filter) for visibility into Relationship-level Timeline entries could be really cool.
Also seconding "A multi-select filtering option on the C360 Timeline (similar to the current Activity type filter) for visibility into Relationship-level Timeline entries could be really cool." This could serve as a big help in filtering potential noise on the C360 timeline for customers with plenty of relationships.
Would you prefer rolling up all relationship activities automatically in customer timeline or would it help if we give a configuration per activity type e.g. automatically roll-up all activities of type 'Meeting' but not of type 'Training'.
Thanks,
Nitisha
-Account-level Timeline - Dropdown of relationship types - select 1 or more to refresh and add activities from that type,
-Relationship-level Timeline - a checkbox at the top for "Show Account Activities" to refresh and display the Account-level activities?
Jump in if you have an opinion either way, others on this thread!
The only bit that I'd add is for the Account-level Dropdown, I would prefer if the list were a list of all relationships on the account v. relationship types. We have a segment of customers in our instance that have multiple relationships of the same type, and I could see a scenario where CSMs would want to select some of those customers and not others.
Nonetheless, having a rollup of relationship timelines to an account timeline would be a big win!
I would prefer the option be given to Gainsight Admins. Maybe they want to roll-up everything or maybe they only want to roll up certain types. Providing a way to select all types instead having to individually select each one would be nice as I would want all types to roll-up to the Customer Timeline.
Then providing a way to filter by Relationship and by Type would be great. Maybe you could include a filter Timeline activities created by (current user/other user).
Has there been thought given to being able to add a Relationship activity from the Customer Timeline? Having a Relationship Type field as the CTAs do in Cockpit?
Devin
Obviously a bad assumption on my part... worse that I might have told the team "oh this is coming, log at the relationship and it's going to be amazing!" So... uh... when can I expect to look less silly? 🙂
I agree that delivering it seems to be obvious. We intentionally hold it back because currently, we are not honoring permissions in Timeline and rolling-up all relationship activities to C360 might have caused permission issues for few customers. We are working on implementing the permissions and as soon as we do it, relationship activities will be available in C360 .
I will keep you updated on the ETA.
Thanks,
Nitisha
We are just about to rollout relationships so I am glad I tested and found out that it does not roll up at this time so I can advise appropriately.
I think this is related to #4- it would be great to be able to add the relationship to a timeline update the same way you add an account. It’s a weird flow to have to navigate to the specific relationship and then to its timeline, rather than being able to post in the global timeline tab