We are transitioning tracking time using Timeline. Timeline is great when inside Gainsight but when clicking on a case to view it or a project we are automatically put back into SF. We then have to go back to C360 to track time against the case/project record. It would be nice to either add the timeline tab to the Case Success widget while on the case/project or allow us to add a visual force page to the case/project object that we can add timeline to and when putting in a timeline entry it will automatically associate with that case/project record.
Time tracking using the Case Success widget (Service Cloud/Support Console)
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Pushing for adoption and “change management” from other solutions, having this ability would make a much smoother transition.