Allow population of additional fields in Gainsight Assist

Fantastic idea, @spencer_engel! Should absolutely be able to pull in non-standard fields.

I had this on my list of posts to make. Our users often need to make specific types of timeline entries, and the convenience of GS Assist. Unfortunately, those things are mutually exclusive.

Needing to go back to Gainsight and make changes almost completely negates the benefit of GS Assist in the first place.

This is a MUST to have.  Our team relies on sentiment to help build the health score and to also ensure that we are touching all different teams (relationships) within a company.  Using Gainsight assist is a great tool within Gmail, but it’s missing some other components to be truly efficient such as sentiment drop down. Our team currently uses Gainsight assist to get the email into the timeline, but then afterwards we have to go into Gainsight to update that timeline. Double the work.

+1 but for all platforms - we use GS Assist on Outlook.  I have a user who swears Sentiment used to be an option of GS Assist - but I can find no evidence of that - has anyone sentiment on the GS Assist panel before?

I suspect you mean sentiment updates to health scores? Or do you mean a sentiment field on timeline entries. The former is a measure, and timeline entries on those changes are of “Update” type. As far as a sentiment field on timeline entries, that’s something you would have created yourselves. It’s not a system or standard field.

For both, I don’t believe this has been the case, at least not between September 2021 and today. 

Thanks ​@alizee - I was referring to customer sentiment on the timeline activities.  Your explanation makes a lot of sense - so thank you.  I will chat with the User who keeps telling me it was on there in the past.  I appreciate your help.

This is a HUGE ask by our team.  Sentiment is required on Timeline when logging directly in Gainsight - our team heavily uses Gainsight Assist and its an extra step to go into Gainsight to add the Sentiment value, which is part of our scorecard.

I have a feeling Gainsight Assist is going to be deprecated and succeeded by the following:

If that is the case, then Gainsight Assist will be redundant and there won't be a way to update the additional fields before they are added to the Timeline. I suppose replacing the manual task of choosing emails to add to Gainsight via Gainsight Assist will be replaced with the manual task of updating automatic Timeline entries with the additional details such as sentiment…?

Regards,

Matt Smith

I would also love to hear about how this fits in with the automatic logging to Timeline. Having the details of the email is important, but we want to track duration and custom type of activity as well. Yes it is manual, but the duration helps with workforce planning and the types help to understand how the CSMs are spending their time. Right now that is a manual extra process. And logging all emails by default won't help that - only getting additional fields will.

This second click won’t be done if we’re asking CSMs to go into Gainsight after they’ve sent an email in Outlook. If our CSMs are sending an email in Outlook, let them follow the whole process where we they’re working.

I’ve commented on a few different threads recently, and essentially said the same phrase on each: “let us work where we’re working.” Our SOPs require logging multiple (non-standard) fields. If we make CSMs go into multiple systems after a call or email, those other required updates won’t get done.