Bi-directional syncing of activities on timeline

Mindy, just curious, what is the calendar scheduling tool you are using? 

We've used Cirrus Insight in the past and are currently using Outreach

Hi Hayley, 

This is in our short-term roadmap but may be available post 2-3 releases (we are on monthly release now).

Thanks,
Nitisha

awesome!! Thanks for the update Nitisha 😃

Up-voting this.  I could make a very strong case for using the Global Timeline that's being released this week with v5.13 if it included activities logged by other teams on the SF Account record also.  I've pitched Gainsight as a "360 view of the customer" but if it doesn't include touchpoints by teams outside of the Customer Success team, then that's not really true, and our CSMs have to go hunting on the SF Account for information that should be served up to them in Gainsight.  I'm glad it's being developed, and I look forward to using it! 

Sarah- completely agree. We now have our sales team contacting customers frequently for upsell and our product/marketing team contacting advocates. We have a few of them using Gainsight too now but we still have to go to activity history for emails and SF-synced CTA tasks.

Upvote. This is huge because our emails and meetings are synced to salesforce through gmail and google calendar integrations. We can't fully adopt the timeline feature in gainsight, or the CS360 until its really easy to see all activity related to a customer in one place. 

I don't really understand the use case for the global timeline, now it at least combines timeline activities and CTAs in one place, but its not useful at all for researching a specific company. You want to see that in conjunction with everything else on the CS360. 

Additionally, the cockpit makes it difficult to log reactionary items -- when customers call in for unscheduled calls. The whole experience is a bit disjointed and there is a big opportunity here to really realize the vision of the CS360 page. 

Timeline activity syncing is a great feature, but having the activities already in SF synced to the Timeline would make it even more useful. We'd love to have all the emails/calls/meetings sent to customers from the whole company gathered in one place – not just the ones entered directly into the Timeline. 

@All, I am happy to announce that your enhancement request is considered and pushed for 6.10 Release. Please visit the below links for more information. 

 

SFDC Release Notes for 6.10, https://support.gainsight.com/SFDC_Edition/Release_Notes/Current_Release_Notes/Release_Notes_Version_6.10_January_2020#Timeline

NXT Release Notes for Gainsight V6.10, https://support.gainsight.com/Gainsight_NXT/Release_Notes/Current_Release_Notes/Gainsight_NXT_Release_Notes_6.10_January_2020#Timeline

@All, I am happy to announce that we have implemented this feature and pushed to 6.10 Release.

Admins can now sync Activities from the Event and Task Salesforce objects into Timeline. This means if a customer is switching systems, they can bring historic data into Timeline

Please refer below links for release notes.

SFDC RN for 6.10 https://support.gainsight.com/SFDC_Edition/Release_Notes/Current_Release_Notes/Release_Notes_Version_6.10_January_2020#(SFDC)_Salesforce_Activities_Integration_with_Gainsight_Timeline

 

NXT Release notes for Gainsight V6.10 : 

https://support.gainsight.com/Gainsight_NXT/Release_Notes/Current_Release_Notes/Gainsight_NXT_Release_Notes_6.10_January_2020#Timeline

 

Customer is syncing activities from SFDC to GS. After that, if any modifications are made to the activities in GS. While syncing it back to SFDC, changes made in GS are not reflected in SFDC. 

The use case is this:

1. Create Task in Salesforce
2. Task syncs to Gainsight
3. Edit the Timeline Activity version of the SFDC Task
4. The edits above should sync back to Salesforce from Gainsight but the activities are updated to the original form as they were in step 1.