NICE CXone, formerly inContact, has been asking about a Complete Timeline Experience for the Gainsight Assist Outlook Add-In when using the “Log to Timeline” feature to be able to include additionally fields / drop downs configured within Timeline in their instance. More specifically, when a CSM logs a Timeline Activity within their instance they can select the “duration” as a drop down and they would like to see the option to select the drop down “duration” when using the Gainsight Assist Outlook Add-In when selecting the “Log to Timeline” feature.
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We would love to have the ability to customize which fields are present when we log a timeline activity from the Outlook Plugin. For example, a user has to log the email, login to Gainsight, find the activity, then adjust the customer sentiment. It would save so much time, and increase user adoption if users could log the customer sentiment while also logging the email.
We're encountering a similar issue with the 'Log to Timeline' feature in the Outlook Add-In. We’ve marked certain fields as mandatory, but the Email Assist plugin won’t allow us to post emails to the timeline because these fields can’t be viewed or filled in within the plugin. It would be helpful if the plugin could accommodate these mandatory fields to streamline the process.
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