US Admin Office Hours (Tuesday session) - 03/08/22 - 1 pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hello @amandatelford -- I was thinking of a different formatting issue than the Timeline-to-Salesforce Activity sync issue you are having.

SO - I’d recommend opening a support ticket and includes screeenshots of a formatted Timeline Activity notes page and what it looks like in Salesforce.

I am pretty sure that we strip most of the formatting out because you can copy-paste into timeline from so many sources that you often end up seeing formatting tags that aren’t valid in SFDC when trying to just bring across - but it sounds like what you’re seeing might be more problematic.

Sorry I don’t have a better answer than “support ticket” in this case!

Quick follow-up @amandatelford  to note that this doesn’t bode well for a quick fix in process - per the below post here in community, it’s been around for a while - and as I said, we’re likely looking for a “middle ground” where we strip most of the formatting tags since it could have been pasted in from anywhere . . . but we should at least be adding 2 returns between paragraphs/hard returns, etc.

OK - per this post, we’ve already implemented that “middle ground” approach I was talking about, so yes, support ticket definitely the way to go @amandatelford :

Hello @johnnyriv -- are you able to view the Gainsight 360 per the below documentation?  Not sure if you were looking to have access to ANY data re: CSM usage, or if you are using the Gainsight 360 already but want to create custom reports.

If you are already using the G360, but want to create custom reports, there isn’t a way to do that -- when you are looking at a G360, you are looking at a shared page in OUR Gainsight instance - there isn’t data that is being pushed into a table in your instance anywhere.

Let me know a little more about the use case and if you are already on the G360 -- we can go from there, but definitely can’t create custom reports under the current functionality.

Best,

Scott

https://support.gainsight.com/Gainsight_NXT/Administration_and_Permissions/Gainsight_Product_Adoption/View_Gainsight_360

Hi Scott,

Yes thank you, I assumed that I wasn’t able to create that type of report at the moment. Just wanted to confirm :) Thank you, i’ll be seeing you often moving forward, taking over a GS instance and want to learn as much as possible 

Scott,

Thank you so much for your guidance this afternoon. Yes, the data designer is very close to what I should have to achieve the outcome. Now I’m just trying to work on the reporting side of it.

We will be using CSM and the Product subscription as filters to drill down, so my idea is to have minimal things a CSM manager has to input via static text, check boxes are what I’m aiming for.

Here is where I’m getting stuck in reporting - CSM enters a timeline and tags the external attendee. Once the CSM updated the product in the C360 section, now they tagged the same person for multiple products (A,B and C)

I created a report with a specific CSM and product A filter, however, My reports shows that I had 21 customers where we do not have a tagged contact but 1 account where I have tagged product A, B and C (because of the flattened product list). I was hoping to see only product A because I put a filter of show me product A accounts only.

This account does subscribe to product A,B and C.

I was able to get the result I’m looking for by using two additional filters which are static text on the product list, but if a CSM manager need to review it with their team members they have to enter specific text to get results, which is what I’m trying to avoid.

Sorry, not sure if this makes sense at all.