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Gainsight Inc.

Timeline: More Options

Common Customizations

Configure Activity sync to Salesforce

You can configure Activities in Gainsight to sync to the Activity object in Salesforce, and you can customize this by Activity Type. This is useful, since users outside of Gainsight can view Activity details on the Salesforce Account page. Note that this is one-way sync only. In Fall 2017, you will also be able to manually select an Activity to sync to Salesforce.

For more information on how to do this, refer to Configure Timeline View for C360 and R360.

Configure Activity Types

You can add, edit, or remove Activity Types beyond the standard Update, Call, Meeting, and Email. This is useful if you have unique customer interactions that you want to capture and report on separately (e.g. on-site visits, technical sessions, etc.).

For more information on how to do this, refer to Configure Timeline View for C360 and R360.

Create custom fields

For each of your Activity Types, you can add custom fields to the Activity. This allows you to capture additional information, depending on the Activity Type, that may be useful to record in Timeline. As part of Gainsight Essentials, the custom fields “Status” and “Trending” have already been configured.

For more information on how to do this, refer to Configure Timeline View for C360 and R360.

Build reports on Activities

You can build reports in Report Builder using the Activity Timeline object. Note that Notes, External Attendees, and Internal Attendees are not available for selection (Notes will be reportable in Fall 2017).

For more information on Report Builder, refer to the feature-specific guide on Reports & Dashboards.

Other Customizations

Enable or disable Timeline

You can enable or disable Timeline in various places, such as the Customer 360, Cockpit, the Account Widget, and the Opportunity Widget. This gives you greater control over where Timeline can be accessed. By default, Timeline is enabled in all modules of Gainsight.

For more information on how to do this, refer to Configure Timeline View for C360 and R360.

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