Hello Scott!

I’m looking to track how long a customer is in a certain stage. For example how long it takes to complete onboarding. What are the best practices around tracking this?

Best,

Ben Wanless

Hi,

We have a scenario where Timeline entries were logged under a different (similar) company. The companies will not be merged in Salesforce or Gainsight however, we’d like to migrate the Timeline entries to the 2nd account. At present, there are over 300 entries. How can we migrate the Timeline entries only?

How can we effectively search for an opportunity to link to a CTA? Right now there is only a dropdown with the name of the opportunity so it’s impossible to know (without going into Salesforce to copy the opp name) whether the one you are linking to is the right one?

Hello @benwanlessmenlo  -- still feel bad about the amount of information I was trying to collate and drop for you on best way to track field changes to a Company field in Gainsight.  As always, there are a number of options, and I was trying to guess at the use case while talking through what I’ve already done.

In thinking about it while searching for some useful posts (links below to those posts), I definitely want to stress that

• I recommend you treat the “field tracking” as a process that you set up separate from the reporting/data designers needed to create the current report you are looking for.
  • A more generic MDA object to capture changes to given fields will save you a lot of time when a different field, with different reporting requirements, needs to be tracked, AND
  • I firmly believe that the effort involved to track changes and make all the calculations for days in various stages, etc. in one shot will be about the same as creating generic table just for this 1 field, then building separate Data Designers or reports from it.  So even if no other field is needed down the road, you haven’t wasted a lot of time in future-proofing.
• Be sure to make it a Low Volume object - the RealTime Rules only writes to L-V, and even if you don’t use RealTime for this first setup, it will come in useful down the road.

Hope that helps - and here’s the 2 links I found with some info (I couldn’t track down the document I thought I’d put together at one point, but this are probably cleaner since they were written for the purpose of posting here:

@sdrostgainsightcom As a follow up to my question re: opportunities, do you know if there is any intent to be able to create a timeline activity and have it linked to an opportunity? In other words, instead of having to create a CTA, the CSM could have the activity open to record info while on a call but also have it attached to an opportunity.