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Gainsight Inc.

Log Activities to Timeline

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

Not sure what your team is using? Click here.

 

This article explains how to use the Timeline application from the multiple Gainsight applications. After reading this article, you can access Timeline, log activities in Timeline, tag users in an activity, and share Timeline Activities.

Overview

The Timeline is a one-stop source for key customer activities such as Updates, Calls, Meetings, Emails, Milestones and note-taking during or after a customer interaction. Timeline preserves a chronological history of your most significant interactions, helps teammates and management get up to speed quickly on the customer’s history, enables smooth management transitions, and reduces the need for leadership to ask for one-off updates from account managers and CSMs. For more information, refer to Timeline Overview under Additional Resources.

Access Timeline

Users can access Timeline from three applications within Gainsight. If you are unable to access Timeline from any of these areas, contact your administrator.

Global Timeline

Click the Timeline menu from the left pane. The Global Timeline page appears.

The Global Timeline page offers a global view of all the activities for all Companies and Relationships in a centralized area. 

In this page, users can perform the following functions:

  • Create new activities from the Timeline tab.
  • Edit the Activities, if you are the owner.
  • Share the Timeline Activities. 

For more information on creating Activities, refer to the Create/Log an Activity section in this article.

6.18 Log Activities to Timeline 1.1.png

C360/R360 Page

In the Customer360 and Relationship360 pages, the Timeline page allows you to track the customer’s interactions throughout a customer’s life cycle. 

The Timeline Activities in this section are specific to that Company/Relationship’s interactions.

To access the Company or Relationship Timeline page:

  1. Enter the name of a Company or Relationship in the global search textbox. Select the required Company or Relationship from the list of suggested names. 
  2. Click the TIMELINE tab.

6.18 Log Activities to Timeline 1.2.png

CTA Detail View

The Timeline tab in the CTA detail view allows you to log activities for a specific CTA. You can view these activities on the Global Timeline or C360/R360 > Timeline page.

6.18 Log Activities to Timeline 1.3.png

Timeline Activity Page

Access the Timeline Activity page from the left pane. The Global Timeline page appears, as shown below: In the Global Timeline page, you can see the following options:

Timeline Page-Details.png

  1. User View: By default, the Timeline page displays all Timeline activities in Default View. Users can set customized views based on the applied filters. 
  2. Drafts: Users can save Activities as Draft and later modify the Activity as required.
  3. Add Activity: Click Add Activity to create new activities in the Timeline. For more information on Drafts and Add Activity, refer to the Create/Log an Activity section in this article.
  4. Context menu allows you to either Edit or Delete the customized User view.
  5. Filter section allows the user to narrow down the list of Activities displayed.
  6. Search text box allows you to search the Activities based on the options below. For more information, refer to Activity Options under Additional Resources.
    • Content
    • Entity
    • Person
  7. Timeline list view: The Timeline list view displays the Activities with the following details:
    • The type of Activity created, such as Meeting, Email, Call, Updates, Milestones, and so on.
    • Information from where the Activity is created, such as CTA, C360, R360, and Renewal Center.
    • Company or Relationship details.
    • The subject of the Activity.
    • Notes corresponding to the Activity.
    • Name of the User who created the Activity.
    • Date on which the Activity is created.
    • Email Stats, if any.
    • Attachments, if any.
    • Comments added within the activity.

Activity details.png

For the detailed information on all the Activity options, refer to Activity Options under Additional Resources.

Create/Log an Activity

This section explains how to create Activity and also describes various features provided by Gainsight while creating Activities. You can create an Activity from the global Timeline, CTA Detail view (Company CTA or Relationship CTA), or from the C360 or R360 page.

Log an Activity

To create an Activity:

  1. Navigate to either Global Timeline, C360/R360 > TIMELINE, or CTA Detail View > Timeline page.
  2. Click Add Activity and  select the Activity type from the dropdown list (here, Meeting type Activity is selected). The New Activity page appears.
  3. (Optional) Click the Maximize icon to maximize the Activity window. 
  4. (Optional) Hold and Drag the Activity window within the page as required. 
  1. Perform the following actions:
    • Company/Relationship: Enter the name of the Company or Relationship that you want to create this activity for.
      Notes:
      • You cannot relate an activity to a CTA from the Global Timeline page.
      • If the selected activity type is not enabled for the companies or any Relationship Type, the search results will not show the Company or Relationship information.
      • The Company/Relationship field is not applicable if you are creating an Activity from Cockpit > CTA detail view or C360/R360 page because, in those cases, the activity is related to the Company/Relationship to which the CTA is associated with (for Cockpit) or the Company/Relationship for which 360 page is opened.
    • Subject: Enter the subject for the Activity in the Subject field.
    • Activity Date: Enter the Activity Date as required. By default, the current date is selected.
    • (Optional) Duration: Enter the duration (in minutes) of the Meeting in the Duration field.
    • Internal Attendees:In the Internal Attendees text box, enter the internal attendees required for this meeting. By default, the logged-in User’s name is already logged.
    • External Attendees:In the External Attendees text box, enter the contact person’s name at the customer organization, required for this meeting. 
      • Notes: 
        • Company Person records marked as inactive will not display as available options.
        • The External Attendees search honors the Person Search configuration settings. For more information on selecting searchable fields for the Person object, refer to Configure 360 Person Section under Additional Resources
  • In the Note section, enter notes for the activity.
  • (Optional) Click the Paper Clip icon to add attachments in the Activity.

    Notes:
    • The Note section has an auto spell check feature that highlights words misspelled, with a red underline. Right-click the highlighted word to view a list of suggested correct spellings.
    • Gainsight provides you with all the text formatting options which you generally find in text editors.
    • Gainsight allows you to use the above text formatting features with keyboard shortcuts. Refer to Keyboard Shortcuts under Additional Resources to view the various keyboard shortcuts available.
    • Gainsight allows you to tag internal users in an Activity. Refer to Tag Internal Users under Additional Resources to learn more.
    • Notes in the Activity can support up to five Attachments, with a combined file size of 30MB maximum. 
  • Click Add Task.
    1. In the Title textbox, enter the task to be performed in this Activity.
    2. Click the initials to assign the Task to another user. By default, the task is assigned to the owner of the Activity. 
    3. Click the Calendar field to set the due date for the Task. By default, current date is selected.
    4. Click the Checkmark to add the Task. 

IMPORTANT:

  • When you create a task in the activity editor, a new CTA with the task is created for the respective company/Relationship with the Subject of the Activity as CTA name. If there is already a Task existing in the activity, a new Task is created under the same CTA.

  • If you add a task from Cockpit > CTA detail view > Timeline, a task is created under the selected CTA.

  • If you add a task from C/R 360 Timeline, a new CTA is created for the Company/Relationship.

  • You can view this task in Cockpit with a prefix or To-Do: <<Subject of the Activity>>.

  • Cockpit supports a maximum of 80 characters as CTA Name, so the CTAs created from 360 > Timeline, with the <<Subject of the Activity>> more than 80 characters get trimmed on the Cockpit list view page.

  • If you have created multiple tasks in the Activity, various tasks are created under the CTA. The CTA is created with the Subject of the Activity as its name.

  1. Click Log Activity. If you do not click the Log Activity button, the activity is auto-saved as a draft. Content entered in the new Activity is auto-saved frequently.

    IMPORTANT: When you log a new activity, the same can also be accessed from the C360/R360 > TIMELINE page or the Cockpit under Activity type CTAs.

Once the Activity is created, it is displayed in the Global Timeline list view.

You can perform the following actions on the Timeline activities:

  • Click on the header of the Activity to expand the Activity and view the details.
  • Click the Company or Relationship to access the C360/R306 pages directly.
  • Users can add comments to the Activity.
  • Preview and download the Image attachments, if any.
  • Click the header again to collapse the Activity.

Context Menu

Activities in the Timeline can be Edited, Shared as email, Copied to link, Copied to Clipboard, or Deleted.

Click the Context menu of the corresponding Timeline Activity. The following options are displayed, as shown in the image.

Context menu.png

Edit or Delete an Activity

To edit an activity:

  1. Click Edit. The Activity page appears.
  2. Edit the Activity as required.
  3. Click Update Activity.

Note: You can change the Activity type, if required. However, any data filled initially will be copied only if there are matching fields in the other Activity type. Otherwise, the Data will be discarded.

To delete an activity:

  1. Click Delete from the context menu.
  2. Click OK in the confirmation message.

Note: Only the owners of the Activity can edit or delete the activity.

Share Via Email

You can share activities through  emails. Click the Share Via Email option to share the Timeline activities. Activities shared through emails have the email icon on the Activities. You can click the Email icon to see the Email Stats of the article.

For more information, refer to Share Email from Timeline using Email Assist under Additional Resources.

For the detailed information on the context menu options, refer to Activity Options under Additional Resources.

Activity Drafts

While creating a new Activity or modifying existing activity, if you do not click the Log Activity button, the activity is saved as a draft automatically.

The number on the Draft icon indicates the number of drafts available in the Draft section.

Click Draft to view the Activities saved as drafts.

  • You can view and search the saved drafts using the Search textbox.
  • Draft activities are private to the user who created them.
  • To delete multiple drafts, select the checkbox for the required drafts, and click delete.
  • Toggle the Show only Email to Timeline and Plugin drafts to view Activities created by email integrations.

Add Comments to Timeline

You can add comments to your activities or other user’s activities. Comments added to an activity become records that any user can refer.

Note: The comments feature is not available in the mobile app.

In the Timeline list view, on every Activity, a comment icon displays the number of comments associated with that activity.

Comments.png

Notes:

  • The comment box is equipped with text formatting options.
  • Users can tag other users in their comments. Users can tag a maximum of 10 users in a single comment.
  • By default, users will receive Gainsight and email notifications when someone comments on their timeline activity or tags them in a timeline activity comment. 
  • Users can configure to receive these notifications from the My Settings page. For more information on configuring notification settings, refer to Setup User Notifications under Additional Resources.

To add comments, perform the following actions:

  1. Click the Comment icon on an Activity or expand the Activity. Scroll down to the comments section.
  2. Enter comments in the Add a comment textbox.
  3. (Optional) Tag other users in the comments. Type @ followed by the user name.
  4. Click Post to add the comment to the activity.

Note: If the user name is not displayed, the user may not have been added through the User Management page as Gainsight user.

Edit and Delete Comments

Users can edit or delete only the comments authored by them. To edit or delete the comments:

  1. Click the context menu on the comment.
  2. Click Edit to edit the comment.
  3. Click Delete to remove the comment. 
  4. Click OK in the confirmation message. 

Additional Resources

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