Note Templates, Coming soon!

Yay!  This is a long time ask of our CSMs.  Their original request was to be able to maintain their own templates, but this is a step in the right direction!

I’d like to see/hear more use cases on the entire business process using this capability. 

Few thoughts: This seems similar to the Chrome plugin where you can leverage email templates already created, but within Gainsight.  The advantage of sending emails using Chrome instead of directly from Gainsight is that we have email distributions for our customers built in Google that we can leverage.  From what I understand, Gainsight still does not have the concept of an email distribution (i.e. Company X Execs, Company X Implementation Team).  Thus we rarely send emails directly from Gainsight. 

Regarding templates, it’s easy today to copy and paste from the previous touchpoint meeting.  You get both the “template” and the previous issues discussed, which you can now check off (delete) or bring back up for the next conversation.  If you start from a generic meeting template, you’d have to refill information from the previous meeting.  

This would make a lot more business sense to me if:

1. Gainsight enabled CSM’s to create distributions
2. The template pulled in outstanding CTA’s for the customer. Otherwise, you have to transpose them from Cockpit to meeting note each time.  Then let the CSM decide what to keep or omit. 

Do we have an ETA for which release this will be on?

Great news! When is it expected to be released?

This is great news for standardizing updates! Aligning templates with activity types is highly valuable. 
 

Will the template types be reportable or searchable in the timeline? This would be helpful to quickly find similar updates and for Admins to understand which templates are being leveraged. 

Nice! Some questions:

• If you have multiple templates per activity type, how will the dropdown list be organized?
  • Can admins change the order in which they appear in any meaningful way e.g. group like templates together?
• Can templates include tokens?
• Can multiple templates be applied to the same entry?
• Will Right to Left language support be available OOTB?

This is awesome! It would also be cool if when you select the template, certain attributes are applied to the activity fields on the right side of the entry.

Example: User selects a Call activity type and a ‘Renewal Discussion’ Timeline template. When the template is selected, it also defaults Call Reason field to ‘Renewal’.

@mprato @jriva This is in our near-term roadmap and we will be updating the release dates very soon.

@ashleyyoung in the Admin view, it will be possible to see the usage of templates. 

Regarding the search part, are you saying Users would want to search for keywords from specific templates too?

@bradley Hi, please find the replies and questions below - 

• If you have multiple templates per activity type, how will the dropdown list be organized? --------For now, we are giving the ability to search for specific templates. 
  • Can admins change the order in which they appear in any meaningful way e.g. group like templates together?-------We can definitely look into this.
• Can templates include tokens? -------We have not planned for this in the 1st release and we are looking into it for subsequent releases.
• Can multiple templates be applied to the same entry?------Could you please tell us the use case when Users would want to apply multiple templates in the same Note?
• Will Right to Left language support be available OOTB?--------Not in the initial release. We can look into this based on how many customers are looking for this feature.