Create outreaches based off timeline activity

Forum|Forum|9 years ago
August 24, 2017
10 replies
119 views

I don't believe this functionality is available, yet, but someone correct me if I am wrong. I would like to be able to set up an outreach where the powerlist is derived from logged timeline activities.

Example: CSM logs a Training activity type. I would like to be able to create a powerlist that selects all the external contacts from every Training activity logged in the last 24 hours and send them a survey.

karl_rumelhart

Expert ⭐️

That is a great use case for sure. Unfortunately, you are correct that this is not yet available. The Timeline Activities are available for Rules, Reports, etc. *except* for the Notes an Contacts parts. (Yea, I know, those are important parts...) The reason Contacts is hard is because there can be any number of them. This requires additional handling on our end to deal with. [To get techie for a second, the Contacts data is in a JSON structure and Rules, Reports, etc. expect tables.]

leanne

Contributor ⭐️⭐️⭐️⭐️⭐️

This came up again in discussions about moving our VoC program into Gainsight. We'd like to be able to send event-based surveys when a service is closed (I think we can do this with existing functionality) and when a training is logged, and we also want to move training logging out of Salesforce, and into Timeline.

I think we can probably get what we want by jumping through a bunch of hoops and lookups to salesforce and back, but it'd be a lot cleaner if we could just trigger the survey from the Gainsight activity.

dan_ahrens

Expert ⭐️⭐️⭐️

Leanne, if your triggering object is in SFDC, you can use the "Associated Object" functionality in Surveys to send event based surveys - see this link: https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration/Configure_Su...

As far as triggering from an External Contact from a Timeline activity - that's not possible *yet*. 🙂

VP of Customer Success at Forcepoint

leanne

Contributor ⭐️⭐️⭐️⭐️⭐️

Thanks Dan. I really don't want to keep using the SF trigger. Any idea when the *yet* is coming? 🙂

dan_ahrens

Expert ⭐️⭐️⭐️

Hi Leanne - we are tentatively targeting the ability to report on meeting attendees from Timeline in our winter release. 🙂

VP of Customer Success at Forcepoint

leanne

Contributor ⭐️⭐️⭐️⭐️⭐️

Perfect! Thanks!

kelly

Helper ⭐️⭐️⭐️

@sai_ram is that the correct link? I’m not seeing anything in the documentation about timeline as a source for Programs and your anchor link brings the reader to the bottom of the release notes under Issues Addressed.