Problem Statement
Currently, updating associated records (such as Contacts/Attendees or related records like CTAs) on Gainsight Timeline activities must be done individually. When a CSM needs to clean up data, link multiple historical meetings or emails to a newly created CTA, or update associations after an account transition, they have to manually open each Timeline entry. This process is highly tedious, time-consuming, and acts as a barrier to maintaining clean data hygiene.
Proposed Solution
Introduce a multi-select checkbox capability directly in the Timeline list view, accompanied by a bulk action toolbar.
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Multi-Select Functionality: Allow users to check multiple Timeline entries simultaneously from the main view.
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Bulk Action Menu: Provide a "Manage Associations" or "Bulk Update" button once multiple entries are selected.
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Association Modal: Open a modal that allows users to:
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Add a specific record e.g., link a single CTA or Contact/Attendee to all selected activities.
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Remove an existing association across the selected entries.
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Replace a current association with a new one
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Business Value & Impact
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Massive Time Savings: Reduces administrative overhead for front-line CSMs, freeing up hours previously spent on manual data entry.
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Improved Data Hygiene: Encourages accurate data tracking by making it frictionless to link Timeline activities to relevant Gainsight objects.
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Enhanced Reporting Accuracy: Ensures that CTAs, Success Plans, and Opportunities reflect a complete, accurate history of customer interactions, leading to more reliable executive reporting and healthier customer health scores.