Create outreaches based off timeline activity

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  • Updated 11 months ago
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I don't believe this functionality is available, yet, but someone correct me if I am wrong.  I would like to be able to set up an outreach where the powerlist is derived from logged timeline activities.  

Example: CSM logs a Training activity type.  I would like to be able to create a powerlist that selects all the external contacts from every Training activity logged in the last 24 hours and send them a survey.
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Melissa I, Alum

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Posted 1 year ago

  • 6
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Karl Rumelhart, Official Rep

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That is a great use case for sure.  Unfortunately, you are correct that this is not yet available.  The Timeline Activities are available for Rules, Reports, etc. *except* for the Notes an Contacts parts.  (Yea, I know, those are important parts...)  The reason Contacts is hard is because there can be any number of them.  This requires additional handling on our end to deal with.  [To get techie for a second, the Contacts data is in a JSON structure and Rules, Reports, etc. expect tables.]  
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Leanne, Champion

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This came up again in discussions about moving our VoC program into Gainsight.  We'd like to be able to send event-based surveys when a service is closed (I think we can do this with existing functionality) and when a training is logged, and we also want to move training logging out of Salesforce, and into Timeline. 

I think we can probably get what we want by jumping through a bunch of hoops and lookups to salesforce and back, but it'd be a lot cleaner if we could just trigger the survey from the Gainsight activity. 
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Dan Ahrens, Official Rep

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Leanne, if your triggering object is in SFDC, you can use the "Associated Object" functionality in Surveys to send event based surveys - see this link: https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration/Configure_Su...

As far as triggering from an External Contact from a Timeline activity - that's not possible *yet*. :)
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Leanne, Champion

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Thanks Dan.  I really don't want to keep using the SF trigger. Any idea when the *yet* is coming? :)
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Dan Ahrens, Official Rep

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Hi Leanne - we are tentatively targeting the ability to report on meeting attendees from Timeline in our winter release. :)
(Edited)
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Leanne, Champion

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Perfect!  Thanks!