Outlook Integration with Gainsight

Hi Sagan, task and event reminders like you mentioned would most likely not be in the first integration as we'll be focusing more on email with integrations for calendar and tasks coming further down the roadmap. 

Since there is integration with Outlook and Salesforce could some type of workaround be put in place that if we push an email or meeting from Outlook to Salesforce that it then shows up in the timeline or as an activity on the Client's C360?  

Hi Lauren, that's a great thought, but right now the only methods supported for creation of Timeline activities are events directly in Gainsight (either via the Timeline activity window or via Email assist sync). 

But...we are working on a few enhancements right now to automate Timeline event creation. One of which is an option to allow you to tag emails (likely via a BCC) that you send to customers so that they appear on timeline automatically. We're also working on the ability to create Timeline entries using our rule engine automation, which would open up a whole host of different source options. 

🙂

Dan - what's the ETA on getting the email option to create Timeline entries?  I'm interested in seeing a demo of it, if possible.   

We did a GS demo for our CSMs yesterday and this was the biggest concern because to date we have use Outlook plugin with Salesforce and they are now worried they will have to do extra work to log emails to GS. 

Hi Jeff, no specific ETA or demo available at this time. We do recognize that this is a highly requested feature and we are working hard to deliver this. As it turns out, the logic and algorithms needed to manage this effectively and accurately (for example, to make sure that emails get attached to the correct accounts) are not a trivial piece of work and we want to make sure we do it right. 

The only thing worse than not having Timeline email integration is having Timeline email integration that jumbles your data!  

🙂

Thank you for the update and taking the time to do it right. Excited to use this functionality as well. 

Agreed. Thanks!

If an email can be "send to" the gainsight timeline as Email-task would be very helpfull.

Thanks for this update Dan! Our team loves Timeline, and this capability would continue to grow our adoption of both Timeline and Gainsight in general. 

We understand the complexity of accurately mapping entries to accounts and/or relationships... But, we're pretty excited for the potential feature. 

That's a great question Lauren! I wish someone can help answer it. I find it difficult to believe, with GS being an app built on the Force.com platform, that syncing activities from SFDC to GS timeline is such an issue. It would certainly solve this issue and keep a lot of GS customers happy.