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jaymeb
Contributor ⭐️⭐️⭐️
Oct 29, 2025 1:50 PM UTC

Manual Timeline Updates vs. Outlook Plugin

Does anyone have a target for how many Timeline entries should come from the Outlook plugin versus being created directly in Gainsight? Year to date, 66% of CSM entries have come from the Outlook plugin which seems high given our CSMs are only logging in on average 13 times a month.

2 replies

Gainsight Employee ⭐️
Venkat Sai
Gainsight Employee ⭐️
Oct 30, 2025 1:04 PM UTC

Hey ​@jaymeb 

Unfortunately, there isn’t a specific benchmark for what “good” looks like, as this largely depends on how your CS leadership defines “activity tracking.”

In my view, syncing such a large number of emails may make it harder for the CSM team to identify truly meaningful engagement versus general email traffic.

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jaymebAuthor
Contributor ⭐️⭐️⭐️
Oct 30, 2025 1:26 PM UTC

Thanks for the insights ​@Venkat Sai. Our CSMs log each reply to an email thread so a lot of the actual updates get lost in that noise. Thanks for the validation that our Ops team is on the right track :) 

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