In the Timeline View, users can log Activities, such as Updates, Calls, Meetings, and Emails, along with notes from their customer interactions. The Timeline view is automatically visible to users, but Admins can customize the layout for each of the activity types.
- Weekly updates on the Customer’s status and recent events for high-touch customers.
- Significant email, call or meeting with the customer that should be recorded in the Customer’s history along with the corresponding notes and perspective.
- When ownership transitions occur or new owners are introduced, Timeline can provide an easily digestible history with rich context to get the new owner up-to-speed.
- When Executive Sponsors or Leaders meet with a customer, they can review the Timeline to understand the customer’s history and context.
- Meeting preparation: create a draft activity and add your meeting agenda. During the meeting, use that same list to guide the meeting and increase your note-taking efficiency. ("Log" the activity if you want colleagues to be able to see it prior to the meeting.)
- If your organization uses an external note-taking solution, such as Evernote, the Timeline feature is a good alternative, since the info is visible to all GS users in the C360, can be synced automatically with SFDC, and is searchable.
- If your organization is already a heavy user of SFDC Activities, it’s easy to switch to the Timeline feature and continue syncing activities to SFDC. (Note: the sync only works in one direction at this time; from Gainsight to SFDC.)
- If your organization does not use Chatter or other collaboration tools, the Timeline is a great way to provide visibility into customer activities across teams.
- For activities, the Activity MDA object is synced with the Task object (SFDC), if sync is enabled and configured
- Activities are stored in the MDA.
- Activity data is available for reporting in the Timeline Activities source object in the Report Builder.
- The Update activity type is intended for documenting ad hoc notes.
- Activity data is stored permanently; however, individual activities can be deleted by users, and they will also be deleted from the backend.
- Activities can not be created automatically via the Rules Engine.
- Users can’t add attachments to activities.
- Notes, External Attendees, and Internal Attendees information are not available for selection in the Activity Timeline object. To view this information, click the subject in the report. The activity opens in a new web page.
Configure Activity Types
To configure the activity type layouts:
- Navigate to Administration > Activities.
- Click + ACTIVITY TYPE. The Add Activity Type dialog appears. A maximum of 11 activity types can exist in the application.
- In the Add Activity Type dialog, provide a name, icon, and add fields that are required while logging the activity. You can also add a custom field using + FIELD option.
- The activities created at the global level will be available for both Account and Relationships. The activities created at the local level (for a particular account or relationship) will be available for that specific account or relationship type context.
- Select Sync to Salesforce Activity box to sync the activity type data to the Salesforce task object. For more information on how the Sync works, see Activity Sync.
- After adding the required fields, click Save. The activity type is created.
Edit Activity Types
- Click the Pencil icon of the activity type that you want to configure.
- Under Selected fields, mandatory/standard fields from the Activity MDA object appear by default. However, if you want to add any custom fields, you can add those using + FIELD.
- Duration: allows user the to select the meeting or call length in minutes.
- Internal Attendees: allows user to select any internal attendees for the activity.
- You can also modify the field labels. For example, in the Email Activity layout, you may want to change the label to Internal Recipients.
- External Attendees: allows user to select any external (customer) attendees for the activity.
- We are fetching only the profiles which have SFDC standard or Platform licenses.
- Note: open text area for user to enter notes about the activity with a limit of 32000 characters.
- Subject: allows user to enter the subject of the activity.
- Activity Date: the date on which the activity takes place.
- Optionally, you can select Sync to Salesforce Activity to sync the activity type to the SFDC Task object. In addition, you can also change the activity icon, if required.
- Automatic sync occurs every 5 hours when the total number of activities is at least 50; or when a maximum of 30 hours has passed.
- The Activity count includes Deleted, Updated, and newly created activities.
5. Click SAVE. The aforementioned procedure can be followed by configuring other activity types.
Add New Custom Fields to Activity Layout
To add a field:
- Click + FIELD.
- From the Select Field Type drop-down list and select the desired type. With the 5.10 release, you can add Dropdown (Picklist) and Date Time fields as custom fields.
- For adding a Dropdown field: Type a category name and select from the list of available suggestions. The dropdown categories are loaded from Administration > Data Management > Dropdown Lists page. You can also create a custom dropdown category and display in the Activity Layout. For more information, see Dropdown List and Multiselect Dropdown List.
- In Enter Label, enter the desired label for the field is created.
- Click SAVE.
The added field appears under Selected fields. You can click the Gear icon to change the display field label. In addition, you can click the X icon to remove the field from Selected fields.
Any custom field, if removed, appears under Available fields. You can drag-and-drop them as shown in the image below when required.
Note: Only 15 fields can be added in Selected fields.
Configure Activity Sync
In Administration > Activities, you can add a custom activity type at the global or local levels. You can also sync the activity to the Salesforce task object or Salesforce Events. A task will be created in Salesforce for every activity logged in Gainsight so that users who do not have access to Gainsight can view the activity details. While creating a task in Salesforce, information like status, priority, and other information can be configured in Activity Sync tab. Before the sync happens, in the Activity Sync tab, you can also configure the status and priority, and map fields from Gainsight to Salesforce Task or Events. If you choose to sync activities, they will also appear on the SFDC Account page.
Note: Activity fields are stored in unexposed MDA tables. To delete these fields, contact email@example.com.
To configure activity sync:
- Navigate to Administration > Workflow > Activities > ACTIVITY SYNC.
- In the General Settings section, select Salesforce Tasks or Salesforce Events. Switching from tasks to events will start syncing the activities to events right away. While syncing to Salesforce Events, it’s mandatory to map the Date Time field to the End Date Time field under Salesforce Fields.
Note: If an activity that was previously synced to Salesforce Events is updated, then that activity will now be synced to Salesforce Tasks. But the frequency of the tasks getting synced will remain same as a minimum of 4 hours and maximum of 24 hours.
While syncing to Salesforce Events, it’s mandatory to map the Date Time field to the End Date-Time field under Salesforce Fields.
- Under General Settings, select the appropriate value for Salesforce Status and Salesforce Priority, which are Salesforce standard fields.
Note: This is a mandatory selection. Sync and field mapping will not work unless these fields are assigned appropriate values.
- Under Field Mapping, fields from the Activity and Task object are mapped by default. In addition, if you want to add any custom field, use the + ADD FIELD button.
Manual sync of Timeline Activities
A new option for Admins to initiate an immediate manual sync from Administration > Activity Sync page is provided. Clicking this option will trigger a sync job immediately for all activities to either Salesforce Tasks or Events, per your configuration. Once you click the Start Manual Sync option, the sync progress message appears.
Enable/Disable Timeline in Account or Relationships
You can access the Activity Timeline from Account and Opportunity widgets. You can log activities and notes, create follow-up tasks, and access drafts in the Account and Opportunity widgets. You can enable/disable Activity Timeline in Account and Opportunity Widgets at Administration > Activities > Account/Relationship. You can enable/disable Activity Timeline in Accounts or Relationship Types. You can enable/disable Timeline in areas like C360/R360, Cockpit, Account Widget, and Opportunity Widget. While enabling/disabling Timeline for all accounts at once, you can enable/disable Timeline only for a particular relationship type. By default, Activity Timeline is enabled in all modules of Gainsight.
Access Activities logged in Timeline from the Report Builder
Admins can access activities logged in Timeline from the Report Builder and can create reports. In the Report Builder:
- Use Activity Timeline as the source object.
- Add relevant fields to the report in the Show Me section. You can view the Subject line of all the activities using the Subject field.
- You can add up to 5 fields that you would like to use to slice and dice or segment the data by in By section.
- Click Run. A report is generated by Activity Timeline. For more information, refer to How to Build Basic Reports.
- After you generate the report, you can click any subject to view the associated activity.
- Notes, External Attendees, and Internal Attendees information is not available for selection in the Activity Timeline object. To view this information, click the subject in the report. The activity opens in a new web page.
- You cannot write data to the Activity Timeline object using Rules Engine as it is a system object in MDA.
- The Activity Timeline object can be used as a source object only in Bionic Rules. For example, you can use the data from the Activity Timeline object and create a CTA if the number of meetings with the customer in the last month is zero.