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Hello!  My team is shifting from using Salesforce exclusively to using Gainsight and we are having a hard time going without the SF Activity Timeline on each account.  GS has a lot of benefits but it is hard to figure the state of an account without the context of the emails between our org and the customer.

 

How do your organizations deal with this?  

@symariesmith So, when we initially tackled this, we added a custom section on the C360 with a related list and added a report of all the closed tasks and events from Salesforce.  That way the team could still reference those items without having to go back to Salesforce.  We also made sure that anything they would need to get to in Salesforce was either reproduced as a related list on the C360 or only one click away.  Once they started to track things in Gainsight, we were eventually able to remove the related list for SF activities.

Thank you @heather_hansen!  That’s a great idea.  Did you reproduce emails as a related list?  Once you all started to track things in Gainsight, how did you all go about tracking emails in Gainsight?

@symariesmith So, before we had BCC to Timeline, most people would just manually copy and paste into the CTA or add as a Timeline post.  Now that we have BCC to Timeline, most everyone uses that for important emails. 

Oh, okay, that makes sense.

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