With the addition of the Timeline tab, Gainsight has been able to provide easier accessibility to users in submitting entries. We would like to see improvements in the following areas as the inability to have look-up restrictions has caused downstream impacts in reporting and scorecards. For example, we have new CSMs that are posting Timeline entries at the Customer-level instead of the Relationship-level. There is currently no way to limit on the Timeline where they can post (Customer or Relationship) and they have difficulty finding how to post to the Relationship. Here are a few enhancements that would benefit all customers of Gainsight:
- Security features for Gainsight Admins to limit where a Timeline entry can be posted. For example, the ability to turn off Timeline Customer-level entries and only search for the customer at the Relationship level or vice versa. This would also be great to use universally, but I could see uses cases for profile-level permissions depending on the user.
- Have the search on new Timeline tab entries be sticky like functionality on the search bar. Currently, it defaults to Customer-level search and you must select Relationship-level search. When you go back to enter a new Timeline entry, it does remember your last setting.
- These above same functionality/feature requests for Timeline to be available on your mobile app.
Hope to have this on a future release!
