C360: Create an account profile section of the C360 where CSMs can capture notes, relevant information about customer
CS Data Management & Integrations
CSMs need a place to capture specific details about the customer that they would otherwise have to document in an external tool.
Some of the key things to capture:
Business Description
Mission Statement
Website URL
Account Team member names/contact details
Recurring call specifics (date, time, bridge info)
Key Contact names/contact details
Pain Points
Current/Future Projects
General Notes
Some of the key things to capture:
Business Description
Mission Statement
Website URL
Account Team member names/contact details
Recurring call specifics (date, time, bridge info)
Key Contact names/contact details
Pain Points
Current/Future Projects
General Notes
Sign up
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Welcome to the Gainsight Community
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
We are planning to make a lot of improvements to our note taking capabilities, so the experience and connectivity will get better.
Thanks,
Manu
If you create a field for this purpose, you'll end up appending text, perhaps with appropriate time-stamps. What you are requesting is closer to our chatter integration, where you can post notes, reports, etc. directly to a feed. This feed can be its own section on C360, and be accessed from within every CTA on that Customer/Account.
Thanks,
Manu
The current practice is to use either Milestones or CTAs. Milestones give you a timeline of important events that can also be overlaid on the usage/adoption trend report in that section. CTAs let you manage or work through a process, such as weekly updates, EBRs, etc.
We are actively working on a more robust solution to this overall problem area, which once complete, will give you one, tight entry point for both important events (logging calls) and notes (updates with or without attachments). Don't have an ETA yet, but will keep you posted on the progress.
Thanks,
Manu
Improving the notes taking capability is in our short term roadmap and the first version should be available in Fall release.
Thanks,
Nitisha
The note-taking piece is in development right now and we are planning to ship the first version this November. We'll obviously build on it in the future releases to add more varied activity tracking, next-steps, connectors, etc.
The original ask in this thread was around a more static 'profile' section where important information can stay bubbled up. We are looking into whether this is something we should add separately or an enhancement we could make to our Summary & Attribute sections. Any thoughts or suggestions?
Thanks,
Manu
Cannot attach a doc here, but here is a screenshot of our makeshift customer profile. Not perfect, but in Google Drive it can be collaborated upon with the entire VAT (virtual account team).
Also, it would be helpful to be able to add fields from additional objects (as I note in my comment on the other discussion). We also may have a need to create our own custom object to capture "Infrastructure Intelligence" about our customers and would be helpful to be able to pull fields in from MDA and be able to edit them directly from CS360.
Profile section would be a series of free text or other editable fields to capture more detail about an account that can be used as a quick reference. Think if VP needs a quick overview of important details before calling executive contact at the customer.
It sounds like you want to capture recurring engagement information, for in/outbound calls or emails. Any reason you couldn't use CTAs for the Phone Call/Email and sync tasks back to the Account in SFDC? Make it pretty easy to report on that way.
The two main reasons I wouldn't use the CTA would be:
1. I would want the e-mail capture to be automated, not a copy and paste every time we communicate.
2. I would like a snapshot or quick summary of all communication that has happened with the account. The CTAs would have a lot of noise related to other account tasks, and while that could be filtered, it would be a little more difficult.
One use case for this would be when dealing with an escalated account. Either way, these second comments really belong here https://community.gainsight.com/gainsight/topics/account-gmail-syncing