Tuesday US Admin Office Hours (CS Platform): April 8, 2025 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hi Scott - I posted something similar in the best practices channel in the Admin Slack, but I’m curious on your take too. Here’s my scenario: 

We're trying to foster better collaboration between our Renewal Managers and our CSMs. Our Renewal Managers put most of their relevant updates in a free text field called "Next Steps" on their renewal opportunity record in Salesforce. My idea was to query that "Next Steps" field every so often (weekly?) and create a Timeline entry with all that info (using an External Action). The main benefit of doing this would be exposing this information to the AI Cheat Sheet, which would make the "Renewal Discussions" section much more useful and would also make this important info much easier to find for CSMs who aren't necessarily used to sifting through SFDC opportunities.

The cons are (a.) cluttering the timeline and (b.) figuring out how to actually get this information in there and on what kind of cadence. Or should I just update this Timeline entry every so often instead? Do you have any advice? Have you helped any customers with a similar use case?

Scott,

We capture NPS scores from a third party outside of Gainsight.  At first, I was importing CSV files via S3 bucket, but now I need to capture the NPS scores from data the 3rd party adds within a Contact.   I know I can control within the Rule to capture new data based on the Rule date, subtracting 1 day, but is there a way to setup the Rule to not capture duplicates in case I needed to go back a few days to capture data?

Thank you,

Di