I’m trying to determine if my CSMs are leveraging the Comment function in Timeline. I don’t see a way to pull comments into an Activity Timeline report. Is this possible?


I’m trying to determine if my CSMs are leveraging the Comment function in Timeline. I don’t see a way to pull comments into an Activity Timeline report. Is this possible?
Hi
I have a use case where I have a customer who would like to be able to report on comments using scorecard/timeline feature we released recently. The customer wants to pull comments that are being used when setting the score. For context, they are wanting to use this feature to collect product feedback.
Why is there not an option in the migration using Rules Engine to publish the measure to Account Timeline?
I could not find an idea/discussion on this but I am still hunting in the search. Seems short sided to not allow us to determine what we publish to account timeline… think about a team using a previous CS platform; or moving from older functionality to newer functionality. A simple checkbox on Set Score 2.0 action would solve this (in my humble opinion).
From GS Support:
However, I want to let you know that these comments will not be logged in the Global timeline or Account timeline.
After migration, there are two ways to set score, manually or rules:
- If you set the comment manually, the comment will be logged in the Scorecard timeline and Global timeline too.
- If you set the comment via a rule, the comment will be logged in the Scorecard timeline but not in the Global timeline.
Hence, in this case too, we have possibilities of logging comments as activities only in the Scorecard timeline and Global timeline but it is not possible to log at Account level.
Hi
Here’s an example of how that CTA Risk activity feed would look in practice (we use this process internally at Gainsight):
I agree with
Agree
I agree with
Hi Jeff - the purpose of Timeline comments is to have a dialog/discussion primarily related to the specific update. For example, a CSM might have an onsite EBR with a customer and post their notes and a copy of the deck to Timeline. They may @mention some other team members for questions or follow up. Those teammates might then add their comments or input as a comment associated with the EBR event. A new event (customer email, phone call, survey response, etc) would logically be a new Timeline activity event. It’s very similar to the feed/social experience in business apps like Chatter or consumer apps like Facebook.
Explanation makes sense, and I think we would all agree to that use case. The only thing missing is the ability to analyze the correspondences or count the number of comments/activity on given Timeline Activity types. Some of the reasons can be to better identify patterns of additional work effort, which teams are collaborating effectively, timing of responses when someone is requesting assistance via @mentions… etc. Who knows what stories we can tell from the Timeline Comment data; definitely pointing out the shortcoming of admin abilities to access it in general.
+1 for this. Can’t see why you wouldn’t be able to report on the comments. We use timelines activities extensively - and for risks - and the comments are a critical part of how we use them.
I think at the very least we need to be able to see if an activity had a recent comment via the Last Modified Date or something. Right now, we have no visibility into whether an activity has had any comments made to it at all. The Last Modified Date on the Timeline Activity object only applies to the activity itself, not its comments.
I have a use case where I have a customer who would like to be able to report on comments using scorecard/timeline feature we released recently. The customer wants to pull comments that are being used when setting the score. For context, they are wanting to use this feature to collect product feedback.
+1.Nice to have this option to create reports using timeline comments.
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.