The Timeline view in Gainsight gives us a chronological overview of our activities with the customer. It's a valuable tool to see our interactions and progression on success efforts over time.
Customer 360 Page: You can access a specific customer's timeline by navigating to their customer 360 page, then clicking on the Timeline tab at the top. From here you can sort and filter by type, date, etc.
CTA View: When you click on the details of a specific CTA or success plan Objective, there is a Timeline tab. You can add entries from here that will be linked to the CTA. These timeline entries will also appear on the company and global timelines.
The following activities can be logged in Gainsight:
When Chorus is used to record a call, a record is created in Salesforce. That activity record is then synced to Gainsight and will appear on the Timeline. CSMs can edit these activities and add additional information such as External Attendees, CSM Sentiment, etc.
Note: these activities will only count towards the Last Activity Date and the Engagement score if they are created by the CSM (or in other words, if the CSM was the owner of the Chorus call).
The "Last Activity Date" field in the customer's record reflects the latest "Call" or "Meeting" activity entry to be logged for the customer. These are the only entry types that affect Last Activity Date since we want to track when we are having synchronous conversations with the customer.
Please note it may take up to 2 hours after logging a timeline event before the "Last Activity Date" is updated.
Related, there is the "Last Timeline Activity" which looks to any and all activities on the timeline (update, email, call…).
You can log activities to Timeline in multiple places across Gainsight.
Tip: When searching for external attendees, you can use "%%%" as your search pattern to list all contacts of an account. This is useful, if you do not remember all participants by name from your activity like cadence call or similar.
Follow the rest of the steps below
Follow the rest of the steps below
Follow the rest of the steps below
The other options to log activities are (1) on the Scorecard while recording CSM Sentiment or Product Risk or (2) on the Success Plan to log a Timeline activity specific to the plan.
Attendees will only appear if they are a) a Salesforce user for internal attendees, or b) a contact in the Salesforce account record. If your internal attendee does not have a SFDC account (e.g. Support Engineers or Product Designers), you do not need to log them and can just mention in the notes they were there. If your external attendee is not populating, make sure that they are added to the correct account (child accounts have different contact lists than their parent accounts), and if not feel free to add them by clicking the "Add Contact" button in Salesforce and inputting the required details. New SFDC contacts most likely won't populate in Gainsight until the following day, so this is a great opportunity to create a CTA for yourself!
If you would like to see the activity logging process in action, please watch the enablement video that covers logging.
Gainsight Timeline also displays the following Salesforce activities. While these are synced, they do not impact CSM health scorecards, Last Activity Date
, or Last Timeline Activity
since Salesforce activities are typically sales-related.
Call
, Demo
, `WorkshopEmail
and Other
Other
thus why they're excluded (noise to signal)While we recommend BCCing emails to Salesforce instead of to Gainsight, you can do the same with Gainsight. To get your personalize email address, navigate to your settings:
BCCing emails to Gainsight is not a required step. However, if you want an email to appear in both Gainsight and Salesforce, you will need to BCC Gainsight.
For more information on using emails with Gainsight, see the Gainsight workflow handbook page.