Idea. The ability to post the Comments Section to the Timeline when creating a new CTA.

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  • Updated 4 weeks ago
Depending on what a user is creating the CTA a for - there are times that we also want the comments section that they fill out to also appear on the Timeline.  Right now, they have to create the CTA and then go to the Timeline section to create the 'activity' for that particular CTA...so it appears on the Timeline.

It would be nice if while filling out the CTA there was an option to also post to the Timeline.

Thank you for your time and feedback.
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Sagan Sherlin

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Posted 3 months ago

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Dan Ahrens, Gainster (employee)

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Hi Sagan,

We actually have this feature today - it's a timeline view on the CTA pane which lets your CSMs add their notes directly into timeline. Check it out here: https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/06_Using_Ca...
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Manu Mittal, Employee

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Great suggestion, Sagan! This would have be addressed in two places, I think: (1) pop-up form when we manually create a CTA; and (2) rules engine action where tokenized comments can be passed.

Since this field is mostly used to describe or provide additional context on the CTA, having an option to also post to Timeline might be the right way to go, as opposed to pushing always by default (similar to how we can choose to post to Chatter in rules engine). Would you be able to share some examples/scenarios where you'd want to push to Timeline?
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Sagan Sherlin

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Hi Manu! :) We personally like the idea of having a filed that ours CSMs would check to say Post Comments to Timeline when they are first initially creating the CTA.  As not all CTA's need to have information on the Timeline.  It's typically the High Priority type of CTA's that a CSM has to create the CTA and then go back into the CTA to create a Timeline Entry.

Current Scenario One - CSM receives a Customer Complaint.  CSM creates a CTA, and then goes back into the CTA (after save) to add a Timeline entry of the customers Email. 

Ideal Scenario One - CSM receives a Customer Complaint.  CSM creates a CTA posting the Email that was received in the Comments section, and checking a box that says 'Post to Timeline'.  The CSM is now able to go into the Timeline of the CTA and see their initial Comments and update that as needed.
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Sagan Sherlin

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Hi! :) Just wanted to check in on this and if there has been any further discussions.