While nothing prevents us from doing it by copying the right address, I think it would put an unnecessary burden on the environment when we can instead integrate a report on the mail log in the R360/C360 view.
However, I do see the interest of having copies of all mails sent to customers in one spot - Timeline - so I ask:
What is Gainsight's recommandation on that? Are you already thinking of delivering something along those lines?
Best answer by dan_ahrens
Hi Diane,
One of the reasons Timeline was created was because customers told us that Salesforce Activity History was too cluttered with many automated processes dropping in entries, which made it hard to find anything when you went there searching.
So Timeline was intended as a location for your "high value" interactions, and ideally human interactions (phone calls, in person meetings, emails sent by a human). We have received some interest in putting automated events like JO program email sends, health score changes, milestone entries created by rules, etc into Timeline, but the caution is that once that happens, then things start to get cluttered and finding those high value activities becomes harder.
View original
One of the reasons Timeline was created was because customers told us that Salesforce Activity History was too cluttered with many automated processes dropping in entries, which made it hard to find anything when you went there searching.
So Timeline was intended as a location for your "high value" interactions, and ideally human interactions (phone calls, in person meetings, emails sent by a human). We have received some interest in putting automated events like JO program email sends, health score changes, milestone entries created by rules, etc into Timeline, but the caution is that once that happens, then things start to get cluttered and finding those high value activities becomes harder.
