Timeline

Share your questions and best practices on Timeline for Gainsight CS here.

  • 266 Posts
  • 915 Replies
lila_meyer
Rank
lila_meyer
started this topic

New Timeline Enhancements Available Today

Gainsight released several Timeline enhancements on June 4 for customer orgs with version 6.3.4.   Draft Activity Limit Per User: Gai...
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heather_hansen
Rank
heather_hansen
started this topic

Email to Timeline

We are trying out the email to timeline with a small group of our CSMs before we roll it out to everyone, and I just wanted to share the fee...
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266 Posts

Cornelia
Gainsight Employee: MVP
CorneliaProdOps
posted in Timeline

Chrome plugin: Logging email to timeline (Existing workflow) vs

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.

31
heather_hansen
Grand Slammer
6 months ago
J
j2001797Registered User
asked in Timeline

Gainsight Assist: Same company name and no other identifiers

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?

4
T
9 hours ago
F
Shoshin
fatima_sarahShoshin
asked in Timeline

Looking for best practices: Logging potential churn to Timeline

Looking for suggestions on the best way to log like a milestone or email (or anything else) on a company timeline for companies that raised a termination/downgrade request. The requests are coming from Salesforce cases and we want to have an activity log on company timelines automatically when this happens, without notifying the external customer and possibly without creating a CTA.

4
matthew_lind
All Star
2 days ago
K
ktorresRegistered User
asked in Timeline

Logging activity type:meeting to timeline from gcal

I’m looking to get GS to log my meetings automatically from gcal to gainsight.  Is there a way to do that? I was told I could use the log to timeline email address as an invitee and it would get logged, but that is not working for me.  I can log emails with it in cc or bcc, but I cant get a “meeting” to log from gcal that way.

7
matthew_lind
All Star
3 days ago
jessicatang
Veteran Rookie
jessicatangVeteran Rookie
asked in Timeline

Future Plan for Timeline Activity Attachments from Gainsight to Salesforce

After discussions with our Salesforce team, it is our understanding that Attachments are not supported in Salesforce Lightning and that the recommendation is to use Files. Are there any future plans to move the Gainsight Timeline Activity attachments to Files instead of syncing to Attachments? 

0
jessicatang
Veteran Rookie
15 days ago
M
Champion
MelissaCChampion
asked in Timeline

Logging Emails to Timeline in Success Plans

My CSMs are wondering if there is a way to capture timeline entries from GS Assist, so that it automatically logs into the success plan timeline?  Right now they are having to copy & paste, so I’m hoping there is an easier way:)Thanks so much!!

2
M
Champion
15 days ago
D
Daryl PortchRegistered User
asked in Timeline

Customer Journey Map

Hi,We have scoped out our customer journey map milestones and trigger points to celebrate success (moment milestone achieved) vs highlighting when off track. Does any one have any experience in building this into Gainsight directly? We have reviewed the timeline milestone options but it seems like customisation is limited. We have also reviewed the Customer Goals which seems more like what we are after, Just after some insight of how others have done this in the pastAppreciate any insights you can offer.

0
D
22 days ago
P
Shoshin
pchoeShoshin
asked in Timeline

Associated Records and Activity Timeline

Hello,I’m currently running into an issue where we use the Activity Timeline to determine one of our scores for one of our measures (Last EBR Date). We have a child account that is showing an EBR was conducted on it’s timeline but it’s marked as an Associated Record. Turns out the EBR was conducted on the Parent account’s timeline and marked all the children accounts as an Associated Record. It’s a little confusing because when you look at the child account’s timeline you can see an EBR has been conducted. However, when I run a report looking for the latest Activity Date and showing the different types of activities, it has the child account as having an EBR a year ago when it actually had the EBR 2 months ago. 

1
bradley
Grand Slammer
28 days ago
anna_whitehouse
anna_whitehouseRegistered User
asked in Timeline

Can I add contacts from a parent account to a Timeline activity on the child account?

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?

5
sam_buddery
Gainsight Employee: Team Captain
28 days ago
V
VIjayasailesh KaturiRegistered User
asked in Timeline

Can we increase the Email attachment limit in Timeline Activities

Hi Team, Currently we have a limit of 5 attachments per Activity, as the email have signatures they are considered as attachment, Can we increase the Email attachment limit in Timeline Activities.Regards,Vijayasailesh

0
V
1 month ago
jeynreyn
Shoshin
jeynreynShoshin
posted in Timeline

Getting Gong's AI Highlights/Outline into Timeline Activities

It looks like Gong has launched a new AI highlights feature where it summarizes what is said in a Gong recorded meeting between us and the customer and we can view it in Gong.io but they are not showing up on the activity note in Timeline.Would be great to get them in there so CSMs/SAMs can reference them within Gainsight versus having to go to Gong.  

1
S
Shoshin
1 month ago
G
GGRebollalRegistered User
asked in Timeline

Option to disable E2T failure notifications?

Our company’s e-signature has 5 attachments itself, so our users receive an E2T failure notification email multiple times a day; some have created Outlook rules to limit these notifications from coming to their inboxes. This has caused issues with the users receiving other important notifications, such as Success Snapshot exports. Is there a way without disabling all Activity created notifications to disable E2T notifications specifically for Email Attachment Size Failure?

0
G
1 month ago
Charlomo
CharlomoRegistered User
posted in Timeline

Organize timeline entries around specific topics / projects

Hi, what are best practices around organizing timeline entries? We were wondering about ways to group conversations that are around a specific topic (e.g. project) together, to have a better overview. Does anyone else feel the need to group certain conversations together, and if so, are there any ideas on how to do so? Thank you!

1
F
Shoshin
1 month ago
trevor_shand
Shoshin
trevor_shandShoshin
asked in Timeline

Send timeline attachments to another system

We have our users adding timeline entries through a CTA where they often add attachments. That is, they have an open CTA. They click on the CTA where they then select “Timeline” and add a timeline entry. As they add this timeline entry they often add attachments (documents, excels, etc). We then have an API that updates the object and task fields, like status, type, reason, priority from the CTA as well as fields from the timeline like activity date and activity type to a different system. We’d like a way to send the files or at least create a url back to the file as well. Is this possible? 

0
trevor_shand
Shoshin
1 month ago
amanda_neil
amanda_neilRegistered User
asked in Timeline

Email to TImeline Missing External Contacts

If I have an email that is posted to the Global Timeline (customer missing, not associated) and I then associate a customer to the timeline, my external recipients [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/EMailtoTimelineExternalContact-62dcc214-7066-486a-988b-3a69cbe15e2d-1217455710.png[/img]go missing?

5
S
1 month ago
gidon_payenson
gidon_payensonRegistered User
asked in Timeline

CTA Timeline entries and Case Tasks (Activities)

How to store CTA Timeline entries into a linked SFDC object (e.g. Case) and visa versa - how to store Case Tasks (Activities) as Timelines into case related CTA

3
AnaCosta
Shoshin
2 months ago
EllieGrace
EllieGraceRegistered User
asked in Timeline

Bulk Updates

My CSM team just attended a large national conference and was able to engage and meet with many of their accounts. I’d like for them to be able to update many of their accounts at once. Is there a way to add an engagement to many accounts’ timeline at once? Or bulk update? Thanks!

1
matthew_lind
All Star
2 months ago
B
BakouRegistered User
asked in Timeline

Bulk or Mass Data Delete Timeline

Hi, is there any way to delete multiple Timelines at once (I’m talking about hundreds)Thanks !

2
B
2 months ago
dj3turner
dj3turnerRegistered User
asked in Timeline

Timeline activities

We have instances where we meet with our customers and a partner organization. The contacts belong to separate companies in Gainsight and then we aren’t able to add all of the external attendees on the timeline activity. We are restricted to the contacts who belong to the company and have to delete out the contacts who belong to the partner organization. Had anyone else experience this and what have you done to manage this?Thanks!

2
matthew_lind
All Star
3 months ago
dj3turner
dj3turnerRegistered User
posted in Timeline

Timeline activities involving contacts from different companies

We have instances where we meet with our customers and a partner organization. The contacts belong to separate companies in Gainsight and then we aren’t able to add all of the external attendees on the timeline activity. We are restricted to the contacts who belong to the company and have to delete out the contacts who belong to the partner organization. Had anyone else experience this and what have you done to manage this?Thanks!

0
dj3turner
3 months ago
smathew4
Shoshin
smathew4Shoshin
asked in Timeline

Need to generate a URL to a Timeline Activity

Hi all,I am pushing to a Slack channel when a Timeline Activity of a certain type is created. I would like to include a URL for the user to click through back into Gainsight and the Timeline Activity. I can’t see any information on how to generate this URL. (For example, as a Salesforce Admin, it’s easy to create a Salesforce link by adding the record ID to the end of a standard Salesforce address)Does anyone have a suggestion on how I can do this? I am currently querying Timeline through the Rules Engine, and pushing to an External Action to get it into Slack.Thanks!

3
spencer_engel
Golden Ruler
3 months ago
iainr
Veteran Rookie
iainrVeteran Rookie
asked in Timeline

How does timeline search logic work?

Is there any support for advanced search logic in the timeline search field?I’ve just been trying it out, and it seems that the search string published and the string “published” both return the exact same results - i.e. they will return results which are not exact matches. In this example I am getting results for publisher and other variations.In this case I want to search specifically for the word published and only return exact matches. Is there a way of doing that in the timeline search currently. Normal search syntax would be to use “ “ around your search term for exact matches, but this doesn’t seem to be respected in Gainsight

3
S
3 months ago
leanne
MVP
leanneMVP
asked in Timeline

Including Contacts in sync from Timeline activity to SF Task?

I'm working on configuring the sync from Calls logged in the Timeline to tasks in SF, and I can't find a way to include the External Attendees -> Contact in the sync.  Is is this on the roadmap?   Since there's no reporting on the Timeline yet, the ability to log a call there is pretty useless without the ability to sync back WHO the call included.   

5
C
Shoshin
3 months ago
N
nick.schmidRegistered User
asked in Timeline

Outlook Gainsight Plugin

Hello!I’m not sure where else to post this, but I am wondering if there are any enhancements or ideas anyone had regarding the Gainsight plugin. Our book of business is very large and we often have multiple accounts with the same name. The Gainsight plugin in Outlook just shows results based on the name I type in, but does not show an account number below the name as it does in Gainsight. This creates problems for me when tagging emails to the timeline because, in Outlook, all I have is 3 accounts with the same name, and will often tag an email to the wrong account.Unfortunately, the logic of the order of names doesn’t always work and in this instance doesn’t at all because the email I needed to tag on the timeline is the 4th account on the Gainsight search list and Outlook only gives me 3 accounts.I’ve attached some screenshots for a visual. Does anyone else have this problem? Is there a way to view or submit enhancement requests? Thank you in advance!  

0
N
4 months ago
K
Shoshin
kytpowellShoshin
asked in Timeline

Drafts view in Gainsight Home

In Gainsight Home we have had dozens of requests from CSM’s to be able to have a view in their Timeline section for Drafts. Is this not possible at the moment? I don’t see a way to customize this any further. It seems like this functionality should exist since I can create custom views as an admin for CTAs/Cockpit but not Timeline.   

3
keith_mattes
All Star
4 months ago

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