The Rules engine should be updated or modified to support writing data to Salesforce's Multi-select picklists. Gainsight's own native field, the Tag field on Customer Info, cannot be written to correctly with the Rules Engine, because the engine overwrites existing values instead of appending new values.
Merged Ideas:
Sometimes automation, or dataloading is used to insert values into picklist fields that do not exist in the picklist field. It would be useful to have the ability to monitor for and insert values into picklist fields that do not exit there by adding the option to write in when reading from, or writing to a picklist instead of just being able to select one of the available picklist options.
by kevin_ly
There are quite a few customers that have talked about using the multi-select picklist, but was stopped short by it's limited behavior. It gets treated like a single value picklist when any rules attempt to set it.
Also, you are unable to clear or append to it properly.
A use case here, a customer has multiple line items of enabled products, I would like to set the Multi Picklist to say that this customer has these products enabled. Also once one product goes inactive I would like to refresh it with current multi select values. Rules doesn't handle this use case really well with current multi-picklist functionality.
Sure you can use checkboxes, but it gets really messy and not in a neat package. Also Customer tags can't be deleted once added via rules.
