C360: Create an account profile section of the C360 where CSMs can capture notes, relevant information about customer

Would having multiple attribute-like sections that allow separation/grouping of information help? There is a discussion on this topic happening here: https://community.gainsight.com/gainsight/topics/adding-sfdc-fields-to-the-c360-page.

I think that might help, Manu, but is there a limit to the number of fields that can be created on Customer Info object? At what point does it make sense to have a separate object?

Also, it would be helpful to be able to add fields from additional objects (as I note in my comment on the other discussion).  We also may have a need to create our own custom object to capture "Infrastructure Intelligence" about our customers and would be helpful to be able to pull fields in from MDA and be able to edit them directly from CS360.

For me, I'd be more interested in one section where I could log different customer interaction types (phone call, e-mail, note, etc) that could sync with SFDC notes and then a separate "Quick notes" in 360 Summary that for our needs wouldn't need to sync with SFDC at all, it would be only information for our CS team. But that may not work for everyone as we don't allow anyone except for the CS team to get into Gainsight.

I think these are different use cases Nate. Probably both valid.

Profile section would be a series of free text or other editable fields to capture more detail about an account that can be used as a quick reference.  Think if VP needs a quick overview of important details before calling executive contact at the customer.

It sounds like you want to capture recurring engagement information, for in/outbound calls or emails.  Any reason you couldn't use CTAs for the Phone Call/Email and sync tasks back to the Account in SFDC?  Make it pretty easy to report on that way.  

Yep, definitely two separate use cases, only the profile section really relates to this thread.

The two main reasons I wouldn't use the CTA would be: 
1. I would want the e-mail capture to be automated, not a copy and paste every time we communicate.
2. I would like a snapshot or quick summary of all communication that has happened with the account. The CTAs would have a lot of noise related to other account tasks, and while that could be filtered, it would be a little more difficult.

One use case for this would be when dealing with an escalated account. Either way, these second comments really belong here https://community.gainsight.com/gainsight/topics/account-gmail-syncing

V1 of this is planned for November release

Great news. Can you elaborate on the planned functionality?
Are we going to be able to show this field on the Account?

Jeff - For such additional objects as 'Infrastructure Intelligence', do you see having multiple records per Customer (1:M), or always one essentially extending the Customer object (1:1)? In the former scenario, adding fields is tricky since you'd have multiple values per Customer.

Regarding your second comment on a VP needing a quick overview of what's up with a Customer, I see two paths that are not mutually exclusive:

1. We have a more static Profile section that has all this information bubbled up.
2. We merge this with Activities & Timeline in two possible ways: 

• We have the ability to flag the most critical bits of information on the Timeline and that's what is consumed first for a quick overview.
• We have a new type of Activity that captures such Overview/Profile type updates. This way, you get a history of changes and are also able to quickly filter and consume specific types of details on a Customer's Timeline.

Thoughts?

V1 of the Activities & Timeline feature will be restricted to C360, but we'll extend to other areas such as R360, Account widget and Cockpit soon after. 

Will the Activities and Timeline feature enable free text notes capturing (as described in the original request)?