Share your questions and best practices on Timeline for Gainsight CS here.
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Hello Community, We’d like to hear what you have to say regarding a new workflow that is being worked on for Logging email to timeline. Chrome plugin: Logging email to timeline (Existing workflow) 1-click logging into timeline All email activities are always logged in as timeline activity type “email” LimitationsActivity type cannot be changed Additional fields on the activity need to be updated by going to Gainsight timeline and editing the activity Chrome plugin: Logging email to timeline (New workflow)Clicking on log to timeline button opens complete timeline activity creation experience Note: Every email logging will require 2 clicks.
One item that my team has asked me about is the ability to forward internal recipient emails to the Timeline. One use case is the correspondence between a product manager and the CSM regarding an escalation or roadmap discussion related to a single customer. They've asked for the ability to tag an account to emails so they can utilize the email to timeline feature rather than copy paste. The breakdown of customer facing emails to internal customer related calls is about 60/40 so they're pretty keen to have some way to automate that piece as well. As a workaround, they've asked if it makes sense to add the relevant internal account teams to the person object. My thought is no, but curious what you folks think is the best approach?
Does anyone have a process for logging future Timeline activities? There is a strong need for us to have visibility into what activities are upcoming, but the inability for other users to edit logged timeline activities makes this very difficult to operationalize. I am curious if others are using Timeline to log activities in the future, and how that process is working.
Hi Gainsight Team,It would be great if there was more flexibility in the CTA and TImeline form to show additional fields based on when a certain field is filled out and required. For our current use case, we’re capturing different account risks and want to ensure that the CSMs are filling out the appropriate fields based on the type of risk. Today, CSMs are forgetting to fill out key information and requiring these fields are not an option as the situation may not warrant that specific field to be filled out. If you have any insight or workarounds on how to achieve this, I would love to hear.
I am searching for anyone out there that has a nice and clean solution for managing multiple user departments within Gainsight.Example is we have Support, Partner Managers etc…Issue: When going to add activities we are trying to manage the activity types but there is no way to hide types from specific departments such as if I am a Partner and adding an activity I do not want to see the activity types that Support may have.
I have a use case where my company has 3 different company types in Gainsight. Company, Client and Partner.We would like to setup a Partner specific Timeline Template, Partner specific CTA Template etc. that is only visible on Partner accounts.Currently I am not seeing a way to do this as there is only Global, Company, Relationship.Any ideas out there?
We’re using Account Contact Relationship in SFDC wherein a contact can be associated to multiple accounts. There are instances wherein account names would be the same which makes it difficult for users to distinguish which account they need to log their email. It would be helpful if we could add their account number so users don’t have to guess and wrongly log it to another account. Is that doable? Thank you in advance!
Our CSMs are loving the new Gainsight Outlook Plug-in! One feedback I have received from a few folks is the noisiness of the email they received when Gainsight cannot post an attachment. Usually the attachment is either a screenshot or the logo on their signature. Has anyone else been experiencing this? Below is the sample of the email the CSMs receive when the attachment does not post
We have several sales people we would like to give the ability to bcc emails to Timeline without giving them a Gainsight license. They are users in Salesforce and are active “internal collaborators” in Gainsight User Management but they don’t have a full/viewer license. Is it possible to set up bcc to Timeline for these type of users?
Our CSM team has been loving using the Gainsight assist in outlook to log to timeline key emails and milestones from Outlook. One issue we have seen is that if I log to timeline an email that was sent in the past the date is set to when we click send to timeline. Is there a way to have it be sent based on the email sent date? That way it accurately reflects when it was sent thus stays true to the timeline? Right now we send to timeline then go into Gainsight and manually update.
Sometimes contacts from the parent account (as structured in the SFDC hierarchy) join a meeting or call with the child account, but if that contact doesn't sit at the child account level in SFDC, we can't add them to the Timeline entry. We don't want to add duplicate contacts in SFDC, but do want to be able to accurately record who attended meetings/calls. Is there a workaround?
Hi everyone - So I’m testing the Gong integration and so far I love it. One thing I’ve noticed is that it feels very inconsistent to me when a Gong post merges with a manual timeline activity to create (which I’ve been affectionately calling) a super timeline activity. What is the criteria for this to happen? Is it timing/author? Like if the timeline activity is within X minutes of the gong call date/time and the author is the same then merge? I want to roll this out to the team but I want to be clear on how to make this happen more consistently. What I’m seeing is that, when the merge does happen, it posts to the R360 (which is the desired result)
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We are in the EdTech space where a lot of our customers (School districts) may have similar district names across the country. When logging an email using Gainsight Assist and I search for the company, let’s say Fayatte County where it is one of four in the country, it wont tell me which state. What ends up happening is that we have to guess and likely logging to the wrong company. Is there a workaround besides logging the email via Gainsight Timeline directly?
Hi, My CSMs find it really frustrating that Sales activity on Salesforce takes so long to sync to timline (if it ever does - a separate issue):Are there any plans to allow the same real time sync functionality back into Gainsight as is offered into Salesforce? I’ve had CSMs say that they’ve contacted clients on the understanding the sales team hadn’t been in touch, except they had and it just hadn’t synced to timeline yet.Would be a real efficiency driver.ThanksDuncan
Does anyone have any idea if it is possible to use a CTA button as a rule for the audience logic? Here is our use case. We have a dialog where we want users to register for a demo by clicking on a CTA button. Once the user clicks the CTA to register for the demo, we would like to prevent the dialog from launching again in the future.
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
Hey everyone!One of our CSM's came to us with the question whether it is possible to transfer a status from an email to the timeline. Our CSM's distribute a Customer Health Status to customers, which can be green, yellow or red. Is it possible that the CSM's write something like "@status green" in the email and Gainsight automatically detects this status ?
we have a group of users that would definitely be more productive if they could default the activity window to be maximized when clicking “Add Activity”Is this option available somewhere that I can’t see? or should it be a feature request? FWIW: I personally like the default ‘docked’ window for a new activity - since I will often minimize it to find data that I need. I still want that to be the default, but allowing these users to change a setting just for themselves would be awesome.
Hello, We are unable to play on the Scorecard when we are routing from a timeline activity. Instead it is just displaying the image of scorecard where we are unable to update the manual scores. Sometimes CSMs check their previous activities and from there they will click on the scorecard name which is at the top of that activity to perform some updates. RegardsRaju
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