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julia_guyadeen
julia_guyadeen
Contributor ⭐️⭐️⭐️
March 14, 2016

Allow an Associated Contact from the Rules Engine CTA creation page

  • March 14, 2016
  • 6 replies
  • 103 views
We have a CTA that triggers for the Gainsight Executive Sponsor to reach out to a customer. The sponsor then goes to the C360 to look for the contact with the relevant role. It would save time if the CTA already had that person attached as an Associated Contact.

      6 replies

      elaine_cleary
      elaine_cleary
      Helper ⭐️⭐️
      March 14, 2016
      Thanks, Julia!  I think there are some exciting things that we could do in the future with the "Associated Contacts" information on the CTA record.  

      One of the Gainsight customers I'm working with now is building a way to send surveys to the Associated Contact after their onboarding CTA is closed - which is a great use case. (This requires some detailed setup work but is still very cool).   

      I think it would be helpful in the future to be able to filter information in Gainsight (like Milestones) by the "Associated Contact" which could help tell the journey for that person and not just at the Account level.  (Dreaming big today! I don't even know if that's possible:-)

      Do others have creative ideas for how we could maximize the value of the "Associated Contact" field on the CTA?  
        gaurav_kotak
        gaurav_kotak
        Expert ⭐️
        March 14, 2016
        +1
        julia_guyadeen
        julia_guyadeenAuthor
        Contributor ⭐️⭐️⭐️
        March 14, 2016
        Adding some additional fields (e.g. Account Name) to the Associated Contact object would enable some of the cool ideas Elaine is suggesting – e.g. reporting on CTAs by type by Associated Contact. That's particularly great for tracking advocacy participation. 
          devin_stevens
          devin_stevens
          Helper ⭐️
          March 14, 2016
          Hey Julia,

          What triggers the original CTA? 
          Assuming that you could use the contact record as your source object you could create a URL in CTA comments that links you directly to the contact mentioned. (or even pulls through that contact detail in text form)

          Example.

          Setup of Rule...
          CExecutive Decision Maker (or whatever criteria needed)
          (Also grabbing the Contact record ID in the show)

          Then in your create CTA action use the comments with the following...
          https://na7.salesforce.com/[i]@Contact::ID

          That will result in an active hyperlink taking you directly to the contact record from the source filters.
          julia_guyadeen
          julia_guyadeenAuthor
          Contributor ⭐️⭐️⭐️
          March 14, 2016
          Thanks Devin, that's a smart work around. That would work in one case (first Sponsor Check-in), but in the other we use the Milestone object to see when a customer moves into a new stage. As a workaround we could probably add a field to Customer Info that tracks that, but still ideally it would be an Associated Contact – easier to implement, report on, etc.
          sundar
          sundar
          Expert ⭐️
          February 26, 2017
          With 5.5 release we can associate the linked object from rules engine right when it is created. Refer to release notes for more details
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