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.
The following activities can be logged in Gainsight:
The "Last Activity Date" field in the customer's record reflects the latest "Call" or "In-Person 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…).
To log activities (calls, meetings, updates, etc.), you'll primarily follow these steps:
The other options to log activities are (1) on the Scorecard while recording TAM 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.
While we recommend BBCing 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.
When going to the timeline from the lefthand sidebar (not for a specific customer), you will see all timeline events for all TAMs. From there, you can filter by clicking the three horizontal lines to customize what events are shown (see picture below). For example, you can search for yourself as the author to find all timeline events you created, or you can search for a company to find all timeline events for a specific customer.