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Gainsight Inc.

Timeline FAQs

Activity Configuration FAQs

Can I add custom activity types?

Yes, if you are an admin, you can add custom activity types from the  Administration > Workflow > Activities and Timeline window. You can create a maximum of 50 activity types.

Can I email an Activity?

No. However, you can email an Activity's link. Click the ellipsis menu for the Activity to be mailed and select the Share option. The Activity link is displayed. Click Copy. The Activity link is copied to your clipboard. You can now email this link to the required user.

What’s the difference between logging a CTA and an Activity?

A CTA is generally used for specific situations in which a prescribed set of actions are required (e.g. risks, renewals), whereas an Activity is generally used for taking notes for meetings, calls, emails, and updates regarding the account overall. Note that you can create Activities for specific CTAs and the Activity’s Tasks are added to the CTA.

Can I add Fields of Dependent Dropdown List type in the Activity Type layout Configuration?

Yes, you can add fields on the Dependent and Controller Categories from Administration > Data Management > Dropdown Lists > +DEPENDENCY. When these fields are used in Timeline, system allows you to select the item(s) in a Dependent field based on the selection of an item in the Controller field. For more information about how to create Controller and Dependent Categories, refer to the Dropdown List and Multi Select Dropdown List article.

Can I hide a Timeline Activity Type which I don’t want my users to create?

Yes, you can make the required Activity Type inactive from Administration > Workflow> Activities and Timeline page. Once you make the Activity Type as inactive, end users cannot view this activity type. However, this action will not remove any past entries.

Alternatively, you can also rename the Custom Activity Type Names, if you wish to change the Activity Type name. This update will change the Activity Type name in all of the past entries.

Reporting and Rules FAQs

Can I build reports on Timeline Activities?

Yes, in the Report Builder, select the Activity Timeline source object. However, External Attendees, and Internal Attendees information are not available for selection in the Activity Timeline object. To view this information, click the Activity subject name in the report. The activity opens in a new web page.

Can you automatically write things to Timeline via rules?

No, but it is in the roadmap.

Can I build rules with Timeline Activities? If so, what can and can't be done with them?

You can build rules on the Activity Timeline object. The Limitation is that the Attendees field cannot be added in show fields or filters as they are not available in this object.

Timeline Availability FAQs

Is the Timeline view available on the Relationship360?

Yes. Refer to Enable Timeline section of the Configure Timeline for instructions on how to enable Timeline.

Activity Notetaking FAQs

Can users add links or attachments to Activity notes?

Users can include links in their activity notes and file attachments. The file formats supported for attachment are jpg, jpeg, gif, png, bmp, pdf, doc, docx, txt, ppt, pptx, xls, xlsx.

What is the character limit on the Notes field?

32,000 characters, excluding HTML tags.

What type of text formatting can I use to format my Notes?

Rich text formatting functions are supported in Notes, including indentation, bullets, bold, etc.

Will my draft be saved if I am entering notes and I navigate away from the page?

Yes, an incomplete activity is saved as a draft, private to the user, and is auto-saved every 15 seconds.

Where are the internal and external contact names coming from in the activities?

The internal users must exist as Users Object in the User management page for you to associate them with an activity. External Attendees names are populated from the Person Object. You can type the name of the Attendee and names matching your search term are filtered and displayed.

Is there a way to search in Timeline by an external attendee?

Not yet, but it's on the product roadmap.

Activities & CTAs FAQs

Can Activities be linked to CTAs?

Yes. When a user creates tasks from the 360 > Timeline, a CTA is automatically created with the same name as the subject of the Activity, with the associated tasks.

If I create tasks with different owners, will there be more than one CTA created and posted in their respective CTA lists?

No. When a user starts creating Tasks in a Timeline Activity, the tasks are automatically associated with a CTA that has the same name as the subject of the Activity. The individual tasks can have different owners, but there will only be one CTA.

Can I configure a rule to trigger CTAs based on Activities?

The Activity Timeline object can be used as a source object to create 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.

When should a user create a CTA & tasks from Timeline instead of from the Cockpit?

When there is an action item in a customer meeting or call, create followup tasks directly in the Timeline. This is an easy inline way to add ad-hoc tasks.

When we complete a CTA, will it automatically be reflected in the Timeline?

No, only the activities with associated CTA/tasks will display in Timeline.

 

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