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.
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)
Machine learning is having a dramatic impact on the way software is designed so that it can keep pace with business change. Machine learning is so dramatic because it helps you use data to drive business rules and logic. How is this different? With traditional software development models, programmers wrote logic based on the current state of the business and then added relevant data. However, business change has become the norm. It is virtually impossible to anticipate what changes will transform a market. About Pragma Edge INC. Pragma Edge is a software, SaaS, and consulting services company that drives digitization data integration and process automation. We are one of the fastest-growing companies in the United States. We are achieving this growth by helping our customers to achieve their goals, delivering innovation, collaboration, and agility with solutions and services that improve their bottom line and business operations. We are a team of "Does and Thinkers" who take a pragmat
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
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.
This is a question for Gainsight that might get converted to a request/idea. @andutta can you help direct this? Context: If you've turned on Associated Records for timeline entries, your global timeline, and personal timeline in GS Home, will only show your original entries. You won't know if you've associated it elsewhere without clicking into it. My questions are: Was this intentional? Are there any plans to incorporate associated records to the OOB Timeline displays, or a way for admins to show them? Or is it just a feature request?
I was testing out some dropdown categories that will be associated with a new activity type, but after testing I was unable to delete the dropdown that I didn’t end up wanting to use. Have others run into this problem? My real problem here may be that I don’t have a “Sandbox” testing environment that would allow me to do this in Gainsight. Is this something that is available for Admin users? Any ideas, suggestions, or comments welcome!
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?
I am trying to create Activity Timeline using Insert API. But this is not working. I am able to query on Activity Timeline using Read API. But while inserting always same error is coming whatever field I put in the body → gscompanyid (any other field also same) cannot be modified since it is an immutable field. Is there anything I am missing. Or can we not at all create timeline using Insert API.
These are notes from a call with engineering about this new object that was created with the launch of Associated Timeline Activities. This object has tons of potential, but there are a few areas that need improving to see wide adoption.We also cover a very important behavior of the Associated Records feature, which I so far have not seen documented: Deleting your primary documentation source deletes all references as well. Note: Using NXT Hybrid, post Horizon Migration. At time of writing I had only really tried resolving the WhoID/WhatID to Call to action. Context: If you are not familiar with using this in reports, there’s a little Venn diagram next to the object time you need to click on to choose a ‘resolution’, or it defaults to “company” Under what conditions is a record 'supposed' to be created in this object? In other words, when would I expect a single record to be created vs. multiple records. For example, if I make a timeline entry and associated it to 1 other cta, I would
On applying the filters over timeline custom view as I could see most of the fields are not exposed as filterable. One of the use case below.regarding the timeline tab - is it possible to create a specific timeline view based on Context Name? I have a customer from chat that wanted to try and build a timeline view only with CTA related timeline entries, just wanted to get a better idea of what field needed to be leveraged to filter timeline entries by source. Based on what I have seen, you can’t create a timeline view filter off of Context Name, and many fields from timeline do not appear to be getting exposed as filterable fields on the timeline tab
UPDATE: We have pushed a fix for this and confirmed this is now working as intended. This issue was due to an upgrade on Gmail client, which caused an issue with our plugin. We have now resolved this and updated our plugin to reflect the changes. No further action needed for customers that experienced this issue. Please be aware that we are working through an issue submitted by multiple customers. The issue is that when logging timeline updates via the plugin, the updates are saved as “draft”, and not tying back to the customer record. ETA: We are working with our Engineering team to get an estimated of a fix date/time on this. Will continue to update this thread as we get more information Workaround: Once the timeline is updated and saved as a draft, login to Gainsight, and choose “Timeline” from the left side bar. Once there, you will see “Drafts” in the top right corner of the page. Here, you can associate your drafts with the account, and save to the correct account.
UPDATE: We have fixed this issue for all instances We wanted to make you aware of an issue that affects timeline entries synced from the Gmail Plugin. Currently, the HTML code from the email is getting added to the timeline entry, making it difficult to read. This is happening on all versions of the CS product (SFDC, NXT) that are syncing emails to timeline using the Gmail Plugin. Our team is currently working on a fix that will prevent this from happening to future timeline entries, and also restore historical timeline entries without the HTML in the UI. We apologize for the poor user experience due to this issue. We are hoping to have this resolved as soon as overnight tonight. Please follow this thread for updates on the issue.
Hi,My CSM team is adding their activities to time line and some would like to tie those entries to CTAs. However, they dont appear to have the ability to link their CTA’s to the Timeline entries or vice versa. Is there a way to do this or is this on your roadmap?
Hi GS community,we use NXT and have just downloaded from the Sightline Vault the tool called Verified Outcomes.The guide says: “The Outcome Category dropdown can be replaced with an Outcome Metric dropdown to provide a more detailed list of specific, measurable objectives; in this case, we recommend setting up a dependency so that the full Outcome Metric dropdown list is only available if Outcome Type = Quantitative was first selected. Recommended: If using an Outcome Metric dropdown, it is recommended to also add a Metric Value numeric field so that the values of the Outcome Metric can be tracked over time”So my idea is to add a new field called “Metric Value” (not sure if I’ll make it dependent on another, as this goes too far from my knowledge), but even if I want to keep things simple, I didn’t find a way or a document to add a new field here Can anyone please help me to implement this? Thanks!cheers
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