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We have a picklist field in our SFDC tasks for "type" and I want to have that on our GS tasks for proper syncing back to Salesforce. I see this "We can only bring fields from the task object into the task detail" on the configure cockpit admin instructions page, but I cannot find anything that tells me how to customize the task object.
Hi Cara,





What you can do here is create a new picklist field in Gainsight's CSTask object (Salesforce Setup -> Create -> Objects -> CSTask), and then map it to the picklist field you have in Salesforce already.





Once you have updated the mapping configuration like shown below, you'll be able to keep the two in sync. Please ensure that the picklist values in Gainsight are the exact same as the ones you have in the existing field.





Thanks,


Manu
Thanks Manu. I did this and it didn't work. I have a ticket filed with support though. 
Cara, 





This might be a permissions issue. When I tested the same scenario in my org, even I didn't see the standard "Type" picklist in the second drop-down. But when I enabled visibility to that field, it started showing up (screenshots below, for reference).





Thanks,


Manu
I have two variants on this request:




  • When syncing the Task to Salesforce, ensure that the Task Record Type is set to "CSM". (Right now, the Task's Record Type is set to the first one in Salesforce's drop-down list, which is not "CSM".) The approach outlined above doesn't work, since I don't want to create a custom GS Task field that needs to be set manually in order to by synced to the SFDC Task Record Type. I'd rather not create a GS Rule or SFDC Process to do this rijiggering whenever new GS Tasks are created in SFDC.

  • When syncing the Task to Salesforce, use information from the [i]CTA object, not the [i]GS Task object to set the SFDC Task Type. Also, I wouldn't want it to be a 1-to-1 mapping; I'd want certain subject lines of the GS Task to translate into certain SFDC Tasks, which are not verbatim identical.
On a related note, which could help with both of the above: if a custom field exists on GS Tasks, can that field be specified in a Playbook? If so, then I could use our Playbooks to pre-populate custom fields on GS Tasks with the appropriate info that [i]does match the SFDC Tasks fields verbatim. So, if a CSM chooses to sync that Task over, then the appropriate info is ready in that GS Task to be stamped into the SFDC fields using the approach that you already described above.





Thanks so much!
All suggestions make sense, Seth, as always! 

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