Topics started by rho_ran_experian
Ability to sync to SFDC Activities to Timeline Activities associated with specific objects in GainsightNo Status
We need to be able to associate activities and tasks from accounts in Salesforce that are Relationship records in Gainsight. Since we have been using Salesforce for years, there is a lot of activity history that is not flowing into Gainsight, because we can only push Salesforce activities associated with Company records. The lack of activity records is negatively affecting our Engagement scorecards and the overall view of our clients.
We recently enabled the Horizon Experience for Success Plans. My users are not seeing the new Success Plan icon in the navigation bar. I and other admins do see it. Is there some permission or setting that needs to be configured for non-admin users to see the icon?
Hello,My management team has asked for a report that shows which Companies have no Timeline activities with with the type of Meeting in the past 60 days. In SF you can create a report type of with and without, I have not found that kind of functionality in GS, but I’m sure there is some way to do it. Can anyone tell me how can I accomplish this? Thanks!Rhonda
Currently the Log Email to Timeline feature of the Gainsight Assist Plugin only logs the sender as an attendee to the activity. Is there any plan to expand that to include all recipients? This is a pain point because when the email is sent from an internal employee there is no way to log the activity to the correct Company timeline line because GS doesn’t recognize the other recipients.
We often need to encrypt emails to our customers due to the data included. Using the Email Task on a rule generated CTA has proven to be a great time saver for my team when sending time sensitive communications. Unfortunately, we cannot use this option when the data included needs to be encrypted. In todays security focused climate, it seems this is an important and much needed enhancement.
We use the GS Assist Outlook plugin which logs activities to the Company or Relationship Timeline based on the email recipients. Since you cannot associate the activity to a CTA/Objective within the plugin, my users edit the activity to associate it to a CTA/Objective using the Associated Records functionality. Unfortunately, if the activity is logged to the Relationship and the CTA/Objective resides on the Company, you cannot associate the CTA/Objective to the activity. This is a major pain point for my team. Is there any plan to expand the records GS will search for in the Associated Records field on the activity?
We have just deployed the Gainsight Assist plugin for Outlook. We use SSO through Salesforce to log into the plugin so they must choose the Use Custom Domain to complete the login. This is working for everyone at first. Several users are getting continually getting bounced out of the plugin and need to log back in; however, when they attempt to log back in they cannot get to the window to enter the custom domain. Some users have to close Outlook and log back in. Others have to reboot. I’m wondering if the log off has something to do with Salesforce timing out, but most users are in Salesforce all day long. Has anyone else experienced this issue? I’m not sure if this is a Gainsight plugin issue or an Outlook issue. Appreciate any input anyone has to share. Thanks!Rhonda
Make the default My CTAs view on the Cockpit editable by an administrator. I would like to add the Next Action Due Date field as a column to the My CTAs view for all users, but cannot edit that default view in administration. Since the Due Date shows only the due date for the CTA, the CSM cannot readily see when Tasks under the CTA are due without opening each CTA. Tasks are often due before the CTA itself.
We have just installed the Gainsight Assist Outlook plugin. I have noticed that when logging an Activity from an received email, the activity that is logged on the Timeline only includes 1 contact in the External Recipients field even though there are multiple valid contacts on the email. Is this standard functionality or is there something we are doing wrong while logging the activity?
I have 2 things I am trying to solve for when working with a Case linked to a CTA.I have linked a SFDC Case to a CTA from within SFDC but I do not see any case data on the case tab to indicate I have linked a case. If I click the link “Click to view salesforce record details” it takes me to the correct case so I know it is linked. I’d like to see at least the case number under the case tab (see below.) I want to add a token from the Case linked to the CTA to insert the Case Number. I have inserted the best token option I could find in the template builder but it populates “0” when the email sends. Thanks in advance for any assistance.
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