We have a lot of backlog of email communication in our CSM’s (and SAM’s) Drafts folders in Timeline but other than reminding CSMs to check their draft folder and clear them, there is not a way for admins to monitor or report on this field. And unless you are also an SFDC admin you cannot log in as the user in Gainsight, to see how many or what drafts they have waiting.
Would be great to either have and/all of the following:
- a way to report on all comms stuck in the draft folder for everyone
- an automated notification with a weekly/monthly report sent to us from Gainsight
- a way for GS admins to log in as a user