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ky_powell
ky_powell
Contributor ⭐️⭐️⭐️⭐️⭐️
March 9, 2017
Question

Updating fields in gainsight instead of salesforce

  • March 9, 2017
  • 12 replies
  • 226 views
Currently our CSM's are doing a lot of back and forth between Salesforce and Gainsight. We have CTA's running for the CSM's to reach out to a customer to ask for advocacies, etc. But once they receive a response, they have to go back in to Salesforce to log the advocacy. I am wondering if these is anyway to pull these fields in so they can log this in Gainsight and push into Salesforce? This is not logged the same way as a call and adding notes is not enough. 

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    ky_powell
    ky_powellAuthor
    Contributor ⭐️⭐️⭐️⭐️⭐️
    March 14, 2017
    Hi Karl, 
    Steps 2 and 3 sound like they will be the best fit. Though I read some of the articles provided but it as far as logging the activities on the C360 page, I see I can add a new activity, but there are certain fields that need to get filled in in Salesforce that are not in this generic list so I am not sure how these would ever map back to eachother. 

    I think the 2nd option also sounds like it would be a good fit as well. But it sounds like for this case I would need to create a new CTA Type. For example, when logging an advocacy, that is under a opportunity type and not an advocacy type. I wouldn't want this to change all of my opportunity type cta's so it sounds like I would need to create a Advocacy CTA type if I want to go this route. 
    manu_mittal
    Gainsight Employee ⭐️
    manu_mittal
    Gainsight Employee ⭐️
    March 14, 2017
    Hi Ky,

    Option #2 seems the most straightforward, and it won't require you to create a new CTA type. You can simply link 'Customer Advocacy' to the Opportunity type CTA. How option #3 might work, once we get there of course, is that you'd log an advocacy activity from within a CTA. This activity would then sync to SF Activities with the relevant fields mapped over. Won't work, though, if you wish to create a record in your custom object and not SF Activities, in which case we'd have to leverage the Rules Engine to create those records. 
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