Related to:
CSMs are complaining that logging Timeline entries from within CTAs and Timeline is confusing and time-consuming. In my case, CSMs typically end up just adding their notes to the Comments field because it’s “faster”
What would be great is if, within every CTA and Success Plan, there is a “Timeline Activity” field already natively embedded in the CTA Details, with a selector that contains pre-selected Activity Types that they can log, so they don’t have to navigate to a different tab to create.
Bonus points for including the Latest Update in the Detail view as well, so people don’t have to navigate to the Timeline tab to see the most recent update.
Still keep the Timeline tab for viewing all past entries related to this CTA/SP.
This may seem like a minor thing, but every click and every navigation to another tab is seen as cumbersome.
Also, I noticed with a couple of Gainsight competitors that they had the ability to capture notes quickly like this from within their version of a CTA/Task. Improving this experience for end users would level the field a bit more I think.
Something like this:
