I wanted to know if there was a way to see upcoming scheduled calls for a customer (company)? We could have up to 3 CSMs servicing one client so wanted to have visibility into scheduled calls that other CSMs were having for reference or to ensure that we are not all calling the client at once.
Userlevel 7
+10
Great question,
There are likely ways to do this, but tell us more about if or how your team is documenting those upcoming scheduled calls. What process or mechanism do you already have to record upcoming call dates/times? Or maybe there’s none, which is fine. Knowing what you’ve got will help us think on solutions.
We want to be able to see when the customer has a next scheduled call org wide. So if someone else is looking at the customer 360 that they can see the customer has an upcoming call even if it isn’t with the person looking at it.
Userlevel 7
+10
Though you can display a calendar in Gainsight, I don’t know of a current way to scrape that calendar for entries past or present in hopes of populating meeting information.
Two mechanisms I see often:
- A Date Field on the Company object, which is then added to an C360 Attributes panel, that is populated manually by a CSM.
- A Date Field on certain Timeline entries, which guides the Gainsight user to inputting the date of the next meeting. You could then propagate that value to the Company object using a rule.
Another possibility that’s more theoretical: If you are using an external meeting intelligence tool (like Gong), that tool may add future meetings it finds into its software, and that is also often written to Salesforce, often as a Salesforce Event. You could then write a rule to find upcoming Events of selected type, and write that upcoming date into Gainsight on the Company object.
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