Share your questions and best practices on Timeline for Gainsight CS here.
- 251 Posts
- 885 Replies
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.
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.
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!
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.
Gainsight/Gong Integration Question- Criteria for merging Gong activity and Manual Activity
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)
Is there a way to “pin” important information about a customer on the timeline and we could edit? This would allow anyone internally looking at the information and may be stepping in to help a customer have this information called out as “important”. For example, this customer only makes the decisions on what product will be used, she does not use or implement the product. Conversations are around product performance and retention (reports/data).
We would like to use the BCC email address to log multiple emails to the timeline.
Hello GS Community,Could you let us know why we would receive an error when using the BCC email address that it is sending certain professors emails to drafts? Do we have our set up wrong? Should it be set to company or relationship?
Gainsight Assist - log to timeline button missing on incoming emails
When sending an email, I have the checkbox toggle to log to timeline, but on emails I receive there is not button at the top of the email to log to timeline. This is how it is supposed to look according to help I have tried removing and re-installing the extension in Chrome. Any ideas?
Disable Email activity type on Global timeline
Our CSMs would like us to disable the Email Activity type on the global timeline as they do not see a use for it. I can see in documentation we cannot delete the 5 default Activity types. Is it possible to disable that somehow from being visible? https://support.gainsight.com/Gainsight_NXT/Timeline/02Admin_Guides/Configure_Timeline_Settings#:~:text=Gainsight%20offers%20five%20default%20Activity,cannot%20delete%20these%20Activity%20types.
Unable to Delete a Dropdown Associated w/ an Activity Type
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!
Ability to sync the user/CSM to Created By field in Salesforce for Timeline Activities
Right now, we have a timeline activity Meeting that syncs to Salesforce automatically when the entry is created. Since this is an embedded feature, is there a way to post the created by as the CSM? Right now, it sends it to Salesforce as the admin.
Unauthorized Timeline Error
I am getting an Unauthorized Timeline Error every time I try to send email thru Gmail with Gainsight Plugin enabled. The email sends but does not attach to customer timeline in Gainsight. This just started happening recently. I updated Chrome to latest version and tried uninstalling/reinstalling the Gainsight plugin, but still having this issue
Timeline Entries In Success Plans
Hi There!Our Timeline Activities being added through a Success Plan are not counting on the current dashboard categories.Example: Client Event – Recurring Client Meeting added to a success plan directly are not showing up in the KPI Dashboard for Recurring Client Meetings so they aren’t counting as a KPI for the CSM.How can I fix this?Thanks!
External API Errors
Hi all,I have exhausted every article in Community and on GS Support, as well as reaching out to Support directly on this issue. I have been struggling with the Timeline POST API for a few weeks, I have tried modifying my payload a number of ways and consistently get this error: "code": -701, "error": "DB_EXCEPTION", "message": "DB exception occured.", "breakingNews": "Sql exception occurred while processing", "data": null, "path": "null", "status": 500 I do have someone from the GS who will be troubleshooting this starting January 3rd, but I am curious if anyone has an example payload (not response) for posting external information onto the Timeline as a specific activity. Thanks!
Managing Timeline Entries
Hi there!Does anyone have advise on ensuring all your calls are logged in Gainsight? We have the Gong integration but I’m having a hard time determining if a call that occurred was or was not logged without going to the individual account record or scrolling to that date/time.We also have the Zoom app, however, I usually take paper notes so I use that on and off.Thanks!
Market Event. - Timeline
We want to capture Market Events as a Timeline entry… I have created the below dropdowns: We want to know why the health score changed due to a market event. So the goal is, if you check the “partial” box, the health score (color)won’t change to red,BUT if you check the “full” impact box, the account would change to red.How do I build that on the backend?
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?
Timeline - Market Event
I have created a dropdown in timeline for Market Event Impacts to Account.. The goal is, if you check the “partial” box, the health score won’t change, BUT if you check the “full” impact box, the account would change to red.How do I build that on the backend?Hope that made sense:)Thanks!
Issue while searching for Internal Collaborator from a task within timeline activity
Hi Team, <Internal Collaborator Access>For an internal collaborator, we are allowing CTA to be assigned from cockpit but a task created within a timeline task does not fetch the user while selecting the user as task owner.Replicated in local: Are we allowing internal collaborator to be owner of CTA/task from cockpit? If so, why can’t we do the same for a task created in timeline activity?Thanking in advance!
Already have an account? Login
Login to the community
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.