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Gainsight Inc.

Catch-up on Timeline Enhancements

August 2019 : 6.5 Release

Timeline is the official record of your customers. It allows you to log information regarding customer interactions in a way that enables you to quickly gather insights and drive action. The Timeline View in the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s life-cycle. The Timeline View in 

the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s life-cycle. The Timeline tab in the CTA Detail View allows you to log activities for a specific CTA. These activities will also appear in the Timeline View in the Customer 360.

  1. Ability to add Comments in Timeline Activities: Users can now add comments in their own activities or other user’s activities. A new comments icon is introduced in the Activity list view which displays the number of comments recorded for an activity. You can click this icon to view the comments.

SFDC 6.5 Activity Timeline Comments.png

Business use case: A user who does not own an activity, can have a lot of queries regarding the activity. Previously, all these queries had to be resolved through email channels or other communication methods. With the ability to comment in Timeline activities, users can now record their queries or any clarifications about an activity as a comment. The Activity owner can respond to the queries. Any other user who has the same query can also quickly resolve their query by looking at the history of comments. 

  1. View Comments: By default, the Activity detail view displays the first three most recent comments. To view all the comments, click View All Comments
    To view comments:
    1. Navigate to Timeline
    2. Click the Comments icon or expand an Activity and scroll down to the comments section.

SFDC 6.5 Activity Timeline View All Comments.gif

  1. Add Comments: Users can comment on the activities they own or on the Activities owned by other users. The comment box is equipped with all the text formatting options. Users can also tag users in your comments. The tagged users and the activity owners receive an email notification. To tag users in comments, type @ followed by the first few letters of the first name of the intended user, and select a name from the suggestions. Users can tag a maximum of 10 users in a single comment. If the required user name is not displayed, the user may not have been added through the user Management page. You can add Comments by expanding and activity and navigating to Comments section. Comments can have a maximum of 4000 characters.

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

    To add Comments:

    1. Expand the required Activity.
    2. Enter the Comments in the Comments section. You can also click View All Comments and enter your Comments.

SFDC 6.5 tagging people in comments.gif

  1. Edit and Delete Comments: Users can edit and delete only the comments they authored. To edit or delete comments, perform the following steps:

    1. Hover over the comment you wish to edit or delete. This displays the edit and delete icons.
    2. Click the edit icon to modify the text of the comment.
    3. Click CANCEL to undo any edits you’ve made, or click SAVE to preserve these edits.
    4. Click the delete icon to remove the comment. This displays a message confirming if you want to delete the comment.
    5. Click YES to complete the deletion. Click NO to cancel the deletion.

SFDC 6.5 edit delete timeline comments.gif

  1. Enhancements to the Subject Line of Email Notifications: Now, when users are tagged in a Timeline activity, they’ll receive an Email notification with the name of the activity in the subject line of the email notification. The new format is as follows:

    <Activity owner> mentioned you in an Activity (activity subject line)

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  1. Ability to remove Person record from External Attendees. Admins can now delete person records in Gainsight. Refer to the Person enhancement in People Management for more details.

    If you delete a Person record which was included in the External Attendees field of an Activity, the record is automatically deleted from the External Attendees field as well.

July 2019: 6.4 Release

Timeline is the official record of your customers. It allows you to log information regarding customer interactions in a way that enables you to quickly gather insights and drive action. The Timeline View in the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s life-cycle. The Timeline View in the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s life-cycle. The Timeline tab in the CTA Detail View allows you to log activities for a specific CTA. These activities will also appear in the Timeline View in the Customer 360.

Note: The following enhancements were released in 6.3.4 patch, on June 4, 2019.

  1. Draft Activity Limit Per User: Gainsight now calculates your draft limits at the User level and not at the org level. Previously, draft limit was set to 2000 per tenant. This limit will now be calculated at the User level. Each user can log a maximum of 50 drafts. This limit includes:
  • Activities which were auto saved as drafts
  • E2T emails which were logged as drafts
  1. Ability to Mass Delete Draft Activities: Previously, you had to manually delete each draft activity. This was cumbersome when you had many drafts to be deleted. Gainsight now allows you to delete multiple drafts simultaneously. A check box has been introduced for each draft to accomplish this task.

    To mass delete drafts:

    1. Select the check box for the required draft(s)
    2. Click the delete icon.

57. Mass_delete_drafts.GIF

  1. Ability to Create Reports, Rules, and Surveys on Attendees: You can now use the Timeline Internal Attendees and External Attendees fields in various analytical and action based modules of Gainsight. To accomplish this task, Gainsight has introduced the following new components:

  • Internal Attendees and External Attendees fields: The Activity Timeline object is now enhanced with two new fields; Internal Attendees and External Attendees. These fields return the list of internal and external attendees (respectively), who attended a particular meeting.
  • Activity Attendee Object: A new junction object called Activity Attendee has been introduced. This object has Activity ID and internal and external Attendee ID fields. You can use this object while creating rules or reports which are based on an attribute of a person.
    Note: When you type the name of a Person (attendee) in the filter field, ensure that you enter the exact name of the person. You cannot find name suggestions based on the characters entered.

Business Use cases:

  • Reporting: In reporting, you can use this enhancement to address the following use cases:
    • Create a report on the list of activities, organized with a particular person(s) (internal or external) in the past one month, quarter, or year. To accomplish this, use Activity Timeline as the source object and add the required fields in the Show me section. Use the Internal Attendees/External Attendees field in the filter area and enter the name of the required person.

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  • Create a report in which a particular internal or external attendee was involved.
  • Create a report which enlists internal or external attendees who have not attended any meeting in a given period of time.
  • Review the internal attendees who attended meetings with a customer, who recently churned out.
  • Surveys: You can send out a survey to a list of external attendees with whom you recently had an EBR meeting  
  • Rules Engine: You can create a rule to check when exactly was the last time you met an executive (with a specific role) from a particular company. To learn more about how to use this use case, refer to the Track Last Activity on People with Specific Roles article.
  1. Failure Reason emails when E2T Email is not logged successfully: Previously, if an email failed to log to E2T or was logged as a draft, there was no notification sent. With this release Gainsight now sends you a email notification when your emails are not logged to E2T or are logged as drafts. To learn about various reasons for which you receive an email notification, refer to the Failure reasons when E2T Emails are not successful section of the Log Customer Emails as Timeline Activities article.

May 2019: 6.3 Release

N/A

April 2019: 6.2 Release

Timeline is the official record of your customers. It allows you to log information regarding customer interactions in a way that enables you to quickly gather insights and drive action. The Timeline View in the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s life-cycle. The Timeline View in the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s life-cycle. The Timeline tab in the CTA Detail View allows you to log activities for a specific CTA. These activities will also appear in the Timeline View in the Customer 360.

  1. Ability to Search Activity Types from C360 and Cockpit pages: With this release, you can now search for Activity types from C360/R360 and Cockpit pages while creating an Activity.

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  1. UI Improvements to Save and Cancel Button in Timeline Configuration: With this enhancement you can now view the SAVE and CANCEL buttons without scrolling down to the bottom of the page. The SAVE and CANCEL buttons are activated only if you modify any configuration.

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  1. community logo.png Ability to roll up Relationship Activities to C360 page: Previously, it was not possible for you to view or edit Relationship Activities from its corresponding C360 page. However, with this enhancement you can now view the activities of a Company’s Relationships on the C360 page. A toggle switch Show Relationship Activities in Customer Timeline is introduced on the GENERAL SETTINGS tab of the Timeline configuration page to accomplish this task.

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By default, this switch is disabled. When Admins enable this toggle switch, end users can view Relationship Activities from C360 page. Apart from viewing and editing Activities, end users can also view drafts of Relationship Activities. When users apply filters or search for Activities, the results also include Activities created from Relationships.  

Business use case: Consider a Company which has ten Relationships. Each of the ten Relationships can have multiple activities logged. If you wished to view all of the Activities for a Company’s Relationships, you had to manually open ten R360 pages and then search look at the activities of each Relationship. However, with this enhancement you can view all the Activities of a Company's Relationships directly on the C360 page itself.

To use this enhancement:

  1. To view Relationship Activities in C360:

    1. Navigate to C360 page of the required company.

    2. Click the Timeline tab.

Note: Activities created from R360 page have an R symbol followed by the Relationship Name (the third Activity in the below image).

Activities created from Relationship CTAs are denoted with a CTA symbol, followed by Relationship name and CTA name (the second Activity in the below image).

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  1. To edit Relationship Activities in C360:

    1. Click the edit icon for a Relationship Activity.

    2. Make the necessary modifications and click UPDATE.

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  1. When you search or filter Activities from the C360 page, the Relationship Activities matching the filter criteria are also displayed.

Timeline_searchnfilter.gif

  1. Search for a particular activity draft in the Drafts section. The matching Activity drafts from Relationship are also displayed.

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  1. community logo.pngRecord Delete Implementation in Timeline: Previously, when you deleted an entity (Company or Relationship), the various Timeline records created for that Company like Activities, drafts, attachments, were not deleted automatically.

With this release:

  • If you delete a Company record, all its corresponding Timeline records are deleted. If the Company has Relationships, the Timeline records for the relationships is also deleted.

  • If you delete a Relationship record, its associated Timeline records are automatically deleted. However, the Activities of the Account to which the Relationship belonged to, continue to exist.

To use this enhancement:

  1. Delete the Company or Relationship record.

  2. Verify from the global Timeline if the corresponding activities are deleted.In the below image, the Company Alseivier Ltd. has an Activity “Discussion with Alseivier”, a draft with the same name, and an attachment called “Alseivier Attachment”.

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When you delete the Company record for Alseivier Ltd, all its activities are deleted automatically.

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IMPORTANT: The Gainsight Connect’s sync jobs must be completed for the required changes to be visible.

 

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