February 2021: 6.21 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.
Tip: Share this updated 10-min. training on Timeline with your Gainsight end users!
Restricted Picklist Fields available for SFDC to Timeline Sync
When admins sync Salesforce activities to Timeline, they can now select restricted picklist fields from SFDC to be mapped to Gainsight fields. The restricted picklist fields can be mapped with GS Dropdown or string fields. This enhancement gives admins more control over how they sync their data.
Note: If the restricted picklist is being mapped to a GS dropdown field, and the values coming in from Salesforce do not match the available GS values, the record sync will fail.
For more information on configuring a Salesforce activity sync to Timeline, refer to the Integrate Salesforce Activities to Timeline article.
October 2020: 6.18 Release
September 2020: 6.17 Release
July 2020: 6.16 Release
June 2020: 6.15 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.
Timeline Based on Gainsight Standard Objects
We’re moving toward all Timeline functionality using data from Gainsight Standard Objects such as the Company, Relationship, and User objects instead of SFDC Objects such as Account or User. In this release, internal attendees will work with the GS Standard User object and the RelatedTo field will work with GS Standard Company and Relationship objects. Some Timeline features such as @mentions, BCC to Timeline, and the Google Chrome Extension already rely on Gainsight Standard Objects. These changes bring greater standardization to the functionality of Timeline.
IMPORTANT: Timeline External Attendees will work with the Gainsight Standard Company Person Object starting on July 2. This enhancement requires syncing SFDC Contact data to Gainsight. We recommend syncing this data via Connectors 2.0 data jobs. If you do not have a SFDC Contact data sync configured to Gainsight Standard objects, the External Attendee search function will stop working as expected when this feature is enabled on July 2.
- After the data is added to SFDC objects, it can take up to an hour for the Timeline page to load. You may see the following error message while the data is being cached.
- This enhancement does not change how data is stored and does not affect the functionality of existing rules or reports.