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Report on Timeline Comments?


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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?

 

Timeline entry with comments

 

Activity Timeline report grouped by Subject

 

roja_kode 3 months ago

You can create report on all types of activity. Activity Comments object has a lookup to activity timeline object, so it gives you all options to see comments belongs to which activity/account, etc.

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Userlevel 7
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...and you can report on/export Comments from Chatter:

 

 

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@dan_ahrens Then, what is the point of the Timeline comments?  Inevitably someone is going to reply to an entry with important information/updates.  We cannot police every end user to make sure they are consistently crossing every T and dotting every lowercase J.

I agree with @heather_hansen  and several other commenters on here:  if we’re capturing data - any data - in Gainsight, then we should have the ability to extract it from the system.

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@dan_ahrens our team is undergoing a large-scale effort to switch from logging CTAs to using Timeline to track our engagements with clients. This has been a positive change as our team and execs have embraced the enhanced functionality of timeline. We are using it for executive updates and executive meetings, which aren’t always risks that would necessitate the launch of a CTA. I agree with others that it seems shortsighted to provide functionality that teams like and use, but which cannot be reported on. Please reconsider, as the workflow you cite does not fit all use cases.

@darkknight @heather_hansen @davebrown2242 @nitisha_rathi 

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@spencer_engel do you happen to know?

Hi @darkknight those are not reportable right now. @nitisha_rathi is this something that’s on the roadmap? I feel like I heard something about it but wasn’t sure if it was picked up.

 
Userlevel 5

I simply can’t understand releasing a feature like this with no ability to report on it :thinking:

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@darkknight @sierra_evans @davebrown2242  Yikes.  Yeah, I basically just told our team to stop using it for now because we’re not able to report on it.  Our use case was a little different than Sierra’s.  One of our team uses a custom Timeline activity to track at risk accounts with actions taken, and they were using the comment to update where they were with mitigating the risk.  (I didn’t suggest this...they came upon this themselves.)  I agree that if someone can add data somewhere, we need to be able to report on that, otherwise, it’s kind of useless.

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@dan_ahrens @darkknight @heather_hansen 

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.

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You can create report on all types of activity. Activity Comments object has a lookup to activity timeline object, so it gives you all options to see comments belongs to which activity/account, etc.

Userlevel 7
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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. 

 
Userlevel 7
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@nitisha_rathi is this on the roadmap at all?

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@nitisha_rathi 

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.  

   
Userlevel 6

Hello Everyone!

Happy to announce that your request has been considered and included as part of the v6.18 release (SFDC / NXT). With this release, admins can report on timeline comment data by selecting the Activity Comments object as their data source. 

This feature is implemented in both SFDC & NXT versions.

Thanks for posting!

Userlevel 4

Hi @darkknight and others!  You may have already seen, but just in case, I wanted to quickly note that we released the ability to report on Timeline comments in our October 2020 release. Here’s a direct link to the description from that release:

 

https://support.gainsight.com/Gainsight_NXT/Release_Notes/2020/05_Gainsight_NXT_Release_Notes_6.18_October_2020#Ability_to_Report_on_Timeline_Comments

Userlevel 6
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That’s super. Thanks, team.

Userlevel 2

+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.

Userlevel 7
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We have a need for this as well. 

Userlevel 7
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Agree @sierra_evans - not everyone is going to do it like Gainsight.  Need to be flexible to other intentions and use cases.

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@dan_ahrens Ideally, that would be the path that I would take.  However, that team isn’t currently using CTAs and is only using Timeline Activities, so it’s not currently an option.

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@nitisha_rathi

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.

Userlevel 7

This is on our short term roadmap and should be available in next 3-4 months.

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@spencer_engel do you happen to know?

Userlevel 7

This is not on the roadmap yet.

@darkknight can you please share your use-case? Thanks!

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@nitisha_rathi +1 for this request! We would like to report on how many times our executives tagged in timeline posts reply via comment. So a report allowing us to report the comment, creator, date etc. would be very helpful. This will demonstrate for our teams that execs are actively reviewing their timeline entries. 

@nitisha_rathi To expand on the use case that Chris posted, we would like our CSMs to respond to why customers may not be using a certain feature. These features are included in our scorecard 2.0 so we’d like that information to live there for easy reference in the future. We in fact were going to use this functionality to collect feedback in a recent exercise with our CS team but had to use another option since we could not scaleably get the feedback out of the system. 

Userlevel 6
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Hi. First of all thanks for giving an option to create reports on Timeline Comments.

 

Just want to know, if we create a report it will show all types of Activity Type Comments or only specific to any Activity Type comments.

 

Thanks.

 

 

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