Outlook Integration with Gainsight

https://community.gainsight.com/gainsight/topics/logging-emails-by-bcc-in-timeline?utm_source=notifi... While it's not the 'integration' that most of us are hoping for - by at least the way the chain reads.  It's a step in the right direction.  And I'm rather looking forward to it!

+1 to this idea! This would extremely helpful for CSMs and being able to document every communication in one place is the ideal solution.

#3, and #4 are the highest on my list.

I've gotten this request from a few additional customers, including Autodesk and Symantec. Just wanted to make sure this is captured here as well.

Looks like Email to Timeline is available in February release. But it requires the use of the Person model in Gainsight.

Womp. Womp.

@Jeff Kirkpatrick - where did you read that you need to have Person model enabled?

@Heather - it's in the draft release notes for February: https://drive.google.com/file/d/1v6OY1RtJHZ4nhlbBvKUWl-iieZokxpXW/view

Which links to another doc: https://docs.google.com/document/d/1RckRiIDsV7OpnZ8BUXPEr-dMnHnolKX8pTq-3KP6wXI/edit#

Which states: "Ensure that required person records are added to Gainsight. They can be added from C360 > Person section > +PERSON when the Person associated with a specific Company or Relationship respectively."

And another which has some additional info, everything referencing "Person" https://docs.google.com/document/d/1m8OuzTnbeGZjBYHqKyjmMTxSqaYhTu6t7cA7mJwFJpY/edit#heading=h.gmh79kl2s01c

Jeff is correct, Email to Timeline uses the Gainsight Person model to know how to correctly match the email you sent to the right Company or Relationship.

We have so many great features in store that the Person model will enable like organizational charts, Person 360 for tracking individual user activities, and more! When you see all that this feature will enable, we hope you'll find it...

:-)

In theory seems like it would be. But when most of your customers are on Salesforce and leverage the Contact object (and more increasingly Related Contacts) this appears to create an additional layer of management of individuals that connect with accounts/companies through different ways significantly increasing the complexity with limited cross-sync capabilities that I've been able to deduce from the documentation.

I have requested a meeting with my CSM to discuss this, because it seems like this is a long way from being usable for Salesforce customers.

Another thread about Person model the need for best practices in a SF environment here: https://community.gainsight.com/conversations/best-practices-for-integration-of-person-model-with-sfdc-contactsrelated-contacts-5bfd5551e4b008b0aea9c0d0