We currently have a custom field on the Timeline activity form to capture CSM Sentiment which updates a Company scorecard measure. We rely heavily on the Gainsight Assist Outlook Plug-in to add emails to Timeline and would like to be able to set Sentiment while doing so.
New Idea
Ability to populate custom fields on Emails logged through Gainsight Assist
1 person likes this
+4Agree this is needed and with high priority!
Users already complain about how much time it takes to log Timeline entries. But for data accuracy, we must be able to to capture values in required fields.
I was told by my CSM that this is not currently on the roadmap. IMO this needs to make a leapfrog to the top of the list if you want to improve adoption and the CSM user experience!
Jeff Kirkpatrick
1 person likes this
+5I logged a support ticket requesting the availability for custom fields, especially required fields, to display in GS Assist.
I was advised this is on their future roadmap.
My work around, for the time being, will be to add ! to start of the activity type names that have required fields that they will need to go to their Home > Timeline & update. I educated my CSMs that when they see ! at the start of activity type, it indicates there are required fields they must go in and update.
I also created a rule to alert CSMs when they are missing required fields on those activity types that are denoted as “system”
1 person likes this
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