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Ability to link SalesForce Cases to CTAs in Cockpit

  • May 2, 2016
  • 9 replies
  • 72 views
brandon_robison
I was told Gainsight relies on the name field to search and link objects to CTAs. Since there is not a
name field on the case object, this object can't be linked. I need to be able to link this object to CTAs, though!
    jean.nairon
    brandon_robison
    davebrown2242

    9 replies

    steve_davis
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    • steve_davis
    • Gainsight Employee ⭐️⭐️
    • May 27, 2016
    Brandon,

    I am kicking this into an idea as it is handled as a feature request. This way product will have visibility into the issue. 

    Root Cause: No NAME field on the Case object.... only Subject. 
    davebrown2242
    sidhu
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    • sidhu
    • Gainsight Employee ⭐️
    • May 30, 2016
    It is on our plan to support this. We will keep you posted with updates as we make progress. 
    davebrown2242
    andrew_cummins
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    Same idea here. I second this. Goes with the ability to autoclose a CTA when a case is closed. 
    davebrown2242
    nitisha_rathi
    • nitisha_rathi
    • Expert ⭐️⭐️
    • December 2, 2016
    Hi,

    This capability is available now, you can link a SF case to CTAs in cockpit.

    Thanks,
    Nitisha
    jessica_hall
    • jessica_hall
    • Contributor ⭐️⭐️
    • March 23, 2017
    Is it possible to link a task in the CTA to the CTA's related Salesforce case?
    manu_mittal
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    • manu_mittal
    • Gainsight Employee ⭐️
    • March 23, 2017
    Hi Jessica,

    Object linkage is only available at the CTA level. But would love to understand why you'd want the Task to also be linked to the Case record. If it's a reporting requirement, we can get to the Case details by building a Data Space on our Task object (CSTask -> Call To Action -> Case).

    Thanks,
    Manu
    jessica_hall
    • jessica_hall
    • Contributor ⭐️⭐️
    • March 24, 2017
    Thanks, Manu. We store the activities we complete in related cases. The case is the subject of the discussion/interaction (like a Customer Success Review), then the activities logged in that case pertain to it (like emailed client to schedule, hosted the discussion, sent follow up, etc).
    davebrown2242
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    • davebrown2242
    • Helper ⭐️
    • September 20, 2019
    This is the main reason that I would want this ability as well.

    DB
    andrew_cummins
    aditya_marla
    • aditya_marla
    • Helper ⭐️⭐️⭐️
    • December 2, 2019

    Hi Dave,

    Providing the ability to link the Case object to a task is not something on the roadmap. One question, is the main ask around syncing the tasks in Gainsight to tasks in salesforce? (you can do that either via the standard option we provide or via rules engine….would that help your use-case?) 

    Reference Document: https://support.gainsight.com/SFDC_Edition/Cockpit_and_Playbooks/Admin_Guides/10_Configure_and_Sync_Tasks_from_Gainsight_to_Salesforce 

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