Skip to main content
bradley
Expert ⭐️
September 13, 2022
Open

What about Timeline/Comments?

Related products:CS Timeline & Activity Tracking
  • September 13, 2022
  • 14 replies
  • 225 views

Are there any plans to add Timeline entries right to a goal, like one would do with a CTA or Success plan?

Right now, the only way I see to leverage timeline with a Goal is to associate a Goal to a CTA/Success plan, and that doesn’t necessarily give you a central view of what activities were for a specific goal, especially if it spans multiple CTAs/SPs.

 

Additionally, the ability for Viewer users to leverage Goals is great, as that can help break down silos between Sales<>CS which could be a major win. However, those Viewers don’t really have a way to collaborate on a goal in any way because 1) There’s no Timeline on the goals specifically 2) If there was they wouldn’t have access and 3) there also isn’t a comment feature which Viewers DO have access to.

Because of this, it seems like there’s some limitation on how much can be collaborated on, outside of just adding another textbox for Sales to fill in.

 

What I’m after here, is a meaningful way for teams to collaborate across a specific goal, agnostic of what CTA/SP may or may not be associated with that goal. I mostly give Timeline and Comments as suggestions as they don’t really re-invent the wheel feature wise. 

 

14 replies

Stephanie.williams
Contributor ⭐️
October 19, 2023

I also like my timeline entries to be directed to the CTA or Success Plan Objective.  GS Assist only adds it to the General Timeline Entry. I have avoided using for this reason.  I am trying to use it more now for emails not tied to a CTA or Success Plan.  

 

It would be nice when it pulls the account up it also asks me what CTAs or objective I would like to send the email.  This would be a huge time saver for me.  Also the way GS Assist brings the email in is more presentable than with copy and paste. 

Stephanie Williams - PowerDMS Customer Success Manager
heather_hansen
VIP ⭐️⭐️⭐️⭐️⭐️
March 15, 2024

This came up again for us today, and we don’t have a good way to tie the Goals into activities being logged in Timeline.  For example, our TAM org doesn’t use CTAs/Success Plans, and only uses Timeline activities, so when a CSM wants to prepare an EBR for a customer to show tasks towards their goal completed by the TAM, they are struggling to compile all that of information in a consumable format.  

Any update on when we might see a Timeline integration?

heather_hansen
VIP ⭐️⭐️⭐️⭐️⭐️
March 19, 2024

@bradybluhm FYI

bradybluhm
Gainsight Employee ⭐️⭐️
March 27, 2024

I have had this come up on a few customer calls in the last couple of weeks, @monica   Current best practice in GonG (Gainsight on Gainsight) is to log Verified Outcomes as Timeline Entries.  With Customer Goals, these need both Association and easy visibility / collection of VOs that are a result of the focus on the Goal. 

AI on my mind!