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Hi all:

 

Not sure if im missing something, but could use some help. Here is the scenario:

  1. As a user, I open a CTA and link it to an opportunity (shown below)
  2. Through the CTA, I then log my timeline activity to report progress on the Opportunity through the Timeline within the CTA.

Since I linked the CTA to an Opportunity in SFDC,  the expected behavior (i believe) is that when I went into Salesforce, it would show my timeline activities as “tasks” on the opportunity.  

On the contrary- the result is that all tasks, regardless of linking to an Opportunity all synch to the account page. 

 

Does anyone know if there is an automated way of doing this? I don’t see any “linked to” on the Timeline Activity object- otherwise I would set a rule to push that to Salesforce. I’ve heard of other workarounds where CSM can enter Opp ID, but that’s quite a manual process that will deter from my goal of making Gainsight “easy” for you as a CSM.

 

Is there a more turnkey solution on the roadmap and/or if there is an ideas I can vote on?  I feel most would agree that if I want to link a CTA to an Opportunity, one would also want the ability to choose to synch the Timeline entries to that Opportunity’s tasks. 

 

Thanks!

 

 

@Erseburse As I understand, you want to link an opportunity to a timeline entry so that the timeline activity can be sync’ed as a task in Salesforce. Is my understanding correct?

@soumitrasahu FYI

I need to accomplish what the OP wrote about.

Our CTAs are triggered via rules engine at the Company level related to the Account’s opportunity.

Our goal is to map the CTA Tasks back to the corresponding Opportunity Tasks in Salesforce (every CTA is associated with a unique Opportunity ID, and 1 account can have many open opportunities).  Right now using the native “sync” option has the tasks sync at the Account level.

 

Would rules engine or External actions be an option to accomplish this task?

I need to accomplish what the OP wrote about.

Our CTAs are triggered via rules engine at the Company level related to the Account’s opportunity.

Our goal is to map the CTA Tasks back to the corresponding Opportunity Tasks in Salesforce (every CTA is associated with a unique Opportunity ID, and 1 account can have many open opportunities).  Right now using the native “sync” option has the tasks sync at the Account level.

 

Would rules engine or External actions be an option to accomplish this task?

Hi Kerry,

To map CTA Tasks back to the corresponding Opportunity Tasks in Salesforce, you can consider using the Rules Engine or External Actions in Gainsight.

1. Rules Engine: You can create a rule in the Rules Engine that identifies the CTAs and their associated Opportunity IDs. This rule can be configured to update or sync the CTA Tasks with the corresponding Opportunity Tasks in Salesforce.

  • Ensure that the Opportunity ID is included in the dataset task and used as an identifier to map the tasks correctly.
  • You may need to create a custom action or use a combination of actions to achieve the desired mapping.

2. External Actions: External Actions can be used to perform operations outside of Gainsight, such as updating records in Salesforce.

  • You can configure an External Action to update the Opportunity Tasks in Salesforce based on the data from the CTA Tasks in Gainsight.
  • This approach may require setting up an integration with Salesforce to allow Gainsight to perform updates directly.

https://support.gainsight.com/gainsight_nxt/04Cockpit_and_Playbooks/00Cockpit_Horizon_Experience/Admin_Guides/Creating_and_Closing_CTAs_from_Rules_Engine#Creating_CTAs_from_Rules_Engine

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