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Syncing Timeline Activities to SF

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In your release notes, it says that you can sync Timeline Activities to SF Tasks. Can I get more details on how they can be synced?

Timeline

R

rakesh_lingalaAnswer

Helper ⭐️⭐️⭐️

Hi Manu,

I think it was mentioned on the Pulse Academy that there's a plan for Timeline to SFDC sync frequency will be real-time. Do we have an update on this?

As promised, we are shipping this feature in this release which is applicable in both SFDC & NXT version.

Happy to announce that your request has been considered and included as part of v6.10 release (Jan). Gainsight now syncs Activities from the Event and Task Salesforce objects into Timeline. This means if a customer is switching systems, they can bring historic data into Timeline. And, if other cross-functional teams use Salesforce Activities to capture touchpoints, these can be displayed in Timeline to avoid users going back and forth between multiple systems.

You can find the relevant information in our v6.10 Release Notes.

Thanks for posting!

karl_rumelhart

Expert ⭐️

Under Activities in Admin you can check a box for each Activity Type to have it synch to Salesforce tasks. The field mapping is controlled under the Activities Sync in that same section.

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manu_mittal

Gainsight Employee ⭐️

Some additional points:

Currently the sync works on a per Activity Type basis. So you can't pick individual posts to manually sync just yet, like you can in Cockpit.
The sync is uni-directional, so we don't bring anything back from Salesforce if the record there is updated. We do sync any edits/updates back to Salesforce, and also currently try to delete the record from Salesforce when it is deleted from Gainsight.
Depending on the volume of Activities being generated in your org, the sync frequency could be somewhere between 5 to 30 hours.

Please do share any feedback you have on these beta release assumptions. It'll help us enhance the feature functionality going forward.

Thanks,
Manu

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heather_hansenAuthor

VIP ⭐️⭐️⭐️⭐️⭐️

Thanks, Manu! I appreciate the clarification!

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ryan_flynn

Contributor ⭐️⭐️

Thanks Manu! Great to hear about the salesforce synch. Question for you: are there plans to enable @-mentioning when logging Activities in Timeline?

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lila_meyer

Gainsight Employee ⭐️⭐️⭐️

I also want to point out there's more detail on how to configure the Activity types, including enabling the sync option, in this article. And this article is for end users of the new Timeline view.

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Lila Krutel, Dir. Global Education Services

manu_mittal

Gainsight Employee ⭐️

Hi Ryan,

Yes, there are plans to add social features such as @mentioning folks, commenting, etc.

This is more phase-III at this point, though, as there are other core features we need to build first.

Thanks,
Manu

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seth

Expert ⭐️

I turned on the Sync to Salesforce feature last week, but didn't think to then manually enable each activity type to sync. I just turned them on. Will Activities that have [i]already been logged now sync over to Salesforce?

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AI Transformation @ Gainsight

sandeep_kumar

Gainsight Employee ⭐️

Yes, already logged-in activities will also get synced.

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michelle_chance

Contributor ⭐️⭐️

Are there any plans to have activities in SF sync back to Timeline? We are heavy users of activities in SF and would like those existing activities to appear back in Gainsight in order to transition.

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karl_rumelhart

Expert ⭐️

I love this use case! We are looking to enable creation of Activities through Rules Engine, which would enable this use case (and others). Still a couple steps away to get there but definitely very important.

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