Need the ability to report on external contacts within Timeline Activity

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  • Idea
  • Updated 3 weeks ago
  • Under Consideration
External contact is a field you can populate when logging an activity to the timeline, but this field is not available to report on in Gainsight. Notes is also not available (but there's another discussion around that), so there's no way to identify who was involved in an activity via Gainsight reports.  Therefore, kind of pointless to run reports or add them to dashboards if we can't quickly identify who the activity involves and would need to go to the timeline itself in order to make that determination.
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Melissa I, Champion

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Posted 10 months ago

  • 13
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Karl Rumelhart, Official Rep

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I agree with you that not having People available is a major gap.  What does work is to identify which Customers or Relationships that have certain types of Activities logged and which don't.  Easy to create reports of this kind, just not at the Person level for now. 
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Manmeet Dosanjh, Champion

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+1 to this request! 

Not being able to report on the contacts that the Timeline Activity is associated with is hurting adoption from our CSMs.

For our use case: we have segmented our clients with a CSM (who manages the relationship side and primarily uses Gainsight) and an AM (who manages the renewal and uses Salesforce).

So, we have created a Report that kind of mimics the Activity History object of SFDC. It's a good way to get any sort of task or activity logged on an account in one place. This report shows any task logged in SFDC, Timeline Activity, and completed CTAs. 

However, the issue with this report is that the External Attendees from Timeline logs aren't able to be pulled into this report. Unless, I go through the Task object in SFDC. The issue with that route is that only the Primary Contact will appear in the report, since apparently I can't access the additional contacts via the reporting feature. 

This causes a lot of problems for CSMs that want to quickly check which users have been Trained, since the primary contact is the only one that will appear in the report. I know they can search for all Training Calls in Timeline itself, but that still requires clicking through each log to see which External Attendees were linked to the log, this can be very cumbersome for clients with 20+ users on the account.

Is there any plan on reporting on the External Attendee field in Timeline? Or, if there is a way to pull in those additional contacts via the Task object?
(Edited)
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Heather Hansen, Champion

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Any updates on this?  We're running into some challenges with needing to have the contacts in our reporting for Timeline.
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Calvin Multanen

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+1 to this request as well. We want to be able to start reporting on internal and external contacts and mapping these to SFDC and GS fields with the Rule Engine.
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Katerina Nemcova

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+1 to this request as well!  
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Mark Gecsey

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This would definitely be something that we would like to see happen as well. One element of success for our CSMs is based on the level of engagement of key external stakeholders.