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Gainsight Inc.

Timeline: How to Use

Navigation

  • Navigate to Customer 360 > Timeline
    1. Click the blue search bar in the top-right corner and type the customer’s name
    2. Select the account
    3. Select the “TIMELINE” tab (if not already selected)
  • Navigate to Cockpit > CTA Detail View > Timeline
    1. Go to Cockpit (from the Navigation Menu)
    2. Click the whitespace of a CTA
    3. Select the “TIMELINE” tab

Processes

Prepare for meetings (CSMs, Managers, Executives)

Before customer meetings, navigate to Timeline to remind yourself of recent interactions, outcomes, and updates.

  • Review the information in Customer 360 > Timeline (in general)
    • Remind yourself of recent interactions and outcomes
  • Review the information in Cockpit > CTA Detail View > Timeline (for specific CTAs)
    • Remind yourself of recent updates regarding specific CTAs
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Best Practice Tip:

You can add your meeting agenda to an Activity draft, and take notes during the meeting in the Note section.

Track customer updates (CSMs, Managers, Executives)

In order to keep yourself and the rest of your company up to date on your customer, track customer updates in Timeline, right after customer meetings or whenever an update is necessary.

  • Log an activity in Customer 360 > Timeline (in general)
    1. Hover over “+ ACTIVITY” and select the appropriate Activity Type
    2. Fill out the details of the Activity:
      • Subject - name
      • Activity Date - date and time (if not today)
      • Duration (in minutes) - duration
      • Internal Attendees - select your users
      • External Attendees - select your contacts
      • Note - detailed notes (e.g. background, achievements, next steps)
    3. Add relevant documents or images, if any, as attachments
    4. Add Tasks, along with owners and due dates, if any (These Tasks are automatically added to an associated CTA in Cockpit. Learn more here.)
      • Managers can assign CTAs to their CSMs
    5. Click “LOG”
      • Activities are automatically saved as drafts every 15 seconds, so if you are not ready to submit, you can find the draft (from the right-hand side of Customer 360 > Timeline) and submit later
  • Log an activity in Cockpit > CTA Detail View > Timeline (for specific CTAs)
    1. Hover over the blue “+” button and select the appropriate Activity Type
    2. Fill out the details of the Activity:
      • Subject - name
      • Activity Date - date and time (if not today)
      • Note - detailed notes (e.g. background, achievements, next steps)
    3. Add relevant documents or images, if any, as attachments
    4. Add Tasks, along with owners and due dates, if any
    5. Click “LOG”
      • Activities are automatically saved as drafts every 15 seconds, so if you are not ready to submit, you can find the draft (from the clipboard icon in the top-right corner of Cockpit) and submit later
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Best Practice Tip:

We recommend logging activities for all meetings, important calls or emails, and regular internal updates.

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