Gainsight CTA Task Status can be modified by going through SFDC Setup > App Setup > Activities > Task Fields > Task Status Picklist Values.
The previous GS Admin added 12 different statuses for tasks (and some we no longer need):
1. Not Started
2. In Progress
3. Completed
4. Waiting on someone else
5. Deferred
6. Open
7. Not Applicable
8. Research
9. On Hold
10. Closed Successful
11. Closed Risk
12. Escalated
This is confusing my CSMs because there are too many statuses in the drop down list and they don’t know when they should use a Completed vs Closed Successful.
Within Gainsight, is there a way to disable, hide, or remove some statuses for my CSMs?
I want to remove/hide from the Status picklist: Waiting on someone else, Deferred, Open, Not Applicable, Research, On Hold, Closed Successful
Edit CTA Task Status
+5Hey Johnny, question for you - are your CSMs seeing these options in the Gainsight Task Status (from within Cockpit?) or from the Salesforce Task Creation screen?
I ask because it was my understanding that the field you note above are Salesforce Task Statuses....the Gainsight Task statuses are on the CSTask object.
In my test org, I created a "Test (SFDC)" Picklist Value (following the path you note above):
I also created a "Test (CSTask)" Picklist Value on the CSTask::Status field:
On the Gainsight Administration/Tasks page, you can select the available Task statuses for the Gainsight CTA Task, so I've added the "Test (CSTask)" as one of the Task Closed Status options. You can also see the "Test (SFDC)" option I created shows up in the bottom right hand corner as one of the Salesforce Status Mappings options:
When I go to the Cockpit pull up a CTA and select a Status for an existing Task, the "Test (CSTask)" shows up:
But if I go to the SFDC Account page, and create a New Task, the "Test (SFDC)" option shows up there:
So, I'm curious where your CSMs are seeing these picklist options, because as far as I know the ones you list above only impact Salesforce tasks.
I ask because it was my understanding that the field you note above are Salesforce Task Statuses....the Gainsight Task statuses are on the CSTask object.
In my test org, I created a "Test (SFDC)" Picklist Value (following the path you note above):
I also created a "Test (CSTask)" Picklist Value on the CSTask::Status field:
On the Gainsight Administration/Tasks page, you can select the available Task statuses for the Gainsight CTA Task, so I've added the "Test (CSTask)" as one of the Task Closed Status options. You can also see the "Test (SFDC)" option I created shows up in the bottom right hand corner as one of the Salesforce Status Mappings options:
When I go to the Cockpit pull up a CTA and select a Status for an existing Task, the "Test (CSTask)" shows up:
But if I go to the SFDC Account page, and create a New Task, the "Test (SFDC)" option shows up there:
So, I'm curious where your CSMs are seeing these picklist options, because as far as I know the ones you list above only impact Salesforce tasks.
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