Your input needed - what should go in Timeline?

Forum|Forum|8 years ago
June 22, 2018
25 replies
399 views

Hi Community!

As we continue to develop capabilities around Timeline, we wanted to get your feedback on how you would like to use it in the future.

Originally we designed Timeline in response to many customers who wanted a superior note taking tool. They were using systems like OneNote, Evernote and others and it just didn't meet the grade. So we built Timeline.

One of our original goals was to provide a high quality repository of customer notes. Different than SFDC activity history, which logs everything and can get pretty noisy, Timeline would be cleaner and easier to find specific human interactions.

But things evolve and we want to get your input. We've had some customers ask about having the ability to sync every JO or Advanced Outreach email, CTAs, Milestones, NPS survey responses and even health scores to Timeline.

[i]What's your point of view?

Should we keep Timeline as a view of human interactions only or would you want to drop automated, system generated actions in Timeline as well? And if we do drop in a larger number of activities, and that makes Timeline more "noisy" and harder to find specific information, how does that impact usability for your end users?

Best answer by rajesh_gande

The @mention feature is being implemented now. You can expect to see this feature in Timeline soon.

Show previous replies

sagan_sherlin

Helper ⭐️⭐️

I love this whole post! Especially the comments about adding "@" capabilities! I also greatly agree with keeping the nose out of Timeline. But also to provide the capabilities of being able to send emails to the Timeline. Users should know Timeline Emails from general nose emails.

kate_green

Helper ⭐️⭐️

Agreed about the Case data. We don't use Zendesk but we do have Case Management through SFDC so it should be *straightforward* to log to timeline. Don't hate me for saying "straightforward" :)

jan_bauer_e57eed

Contributor ⭐️

I definitely agree that the case data would be helpful. The email integration would be super helpful since you would free up the time to cut and paste these into the timeline. That is also a much bigger issue due to all of the different mail solutions and the desire to not fill up the timeline with a bunch of back and forth emails to schedule a meeting. Some type of email plug in that allows the user to select which emails to add to the timeline would cut the noise and make it easier on the success team to record the relevant emails

dan_ahrensAuthor

Expert ⭐️⭐️⭐️

Great suggestions and ideas!

And for those interested in automating the copying of emails to Timeline - we're getting closer on this and might have something ready to go by the end of summer (timing subject to change as we go through final testing and QA processes).

VP of Customer Success at Forcepoint

sagan_sherlin

Helper ⭐️⭐️

I could hug you right now!

manmeet_dosanjh

Helper ⭐️

That's great news! Looking forward to that

mark_b5a12a

Contributor ⭐️⭐️⭐️

For it to live up to the name "Timeline," it seems like an opportunity to present all the touches to the client, both manual and automated. Seeing the sequence of interactions would be helpful, but I'm glad you're mindful of the risk of too much content. If we were sending regular automated outreaches, for example, I could see them crowding out the high value content. I'd second the ideas presented already for filtering based on date range and type of interaction (CTA, Survey response, email, etc.)

kate_green

Helper ⭐️⭐️

Change the activity type after you create a timeline activity. Sometimes, our CSM's choose the incorrect activity type and would like to change it as opposed to deleting it and recreating the whole thing.