Our Account Managers "live" in Salesforce and consider My Tasks on the home page as their default place to start and plan their day.
In deploying Gainsight we are looking to take advantage of the CTA Task synchronisation feature such that any task associated with a CTA will display in the AMs My Tasks list alongside other non-Gainsight tasks. These would then also feed into performance oriented dashboards for both the AM and their managers.
However there are a couple of limitations here:
1) We have mandatory fields set up in the SFDC task object which are not populated when the CTA Tasks is created and synched. If an AM then actions and closes the Task from the Cockpit view they can do so without filling in the mandatory fields. Checking the Task Complete box closes that Task. So this wont contribute to any reporting focussing on these Mandatory fields
2) Some of our CTAs orient themselves around not having called a Contact for a set period of time. In the CTA we can use tokens to surface the Contact name in question. However for the Task there is no capability to populate a "Name/Contact" field. So with synchronisation an SFDC tasks is created but the AM has to then manually select the Contact when filling in the Task record when it would be better if we could populate this automatically from the Gainsight side of things.
Are any of these options possible ?
Ian
Released
Populating SFDC Task Fields from Gainsight when Synchronised
So this is a more complicated suggestion but it could work: You could continue to use the 'Sync to SF' option on CTA tasks so that you get the bidirectional syncing between the SF task and the CTA task. You could then use the Rules Engine with a 'Load to SFDC' action that updates the existing task records with the information you surface on the CTA.
Couple of challenges:
- These additional fields that you populate on the SF task won't be maintained in the bidirectional sync
- The population of the additional info on the task can only happen once very 24 hrs (or you could create multiple rules and run them at more frequent intervals)
- Would have to work out the right ID mapping in the rule to identify the right tasks to update (but could be possible)
Couple of challenges:
- These additional fields that you populate on the SF task won't be maintained in the bidirectional sync
- The population of the additional info on the task can only happen once very 24 hrs (or you could create multiple rules and run them at more frequent intervals)
- Would have to work out the right ID mapping in the rule to identify the right tasks to update (but could be possible)
Hi Marie
Thanks for the advice. In the end I have:
Cheers
Ian
Thanks for the advice. In the end I have:
- Created a custom field on the CTA object to store the Full Name of the Contact - the fullname am getting from a formula pulling from the CTA Name which has the full name embedded using the tokens
- Set up a custom field on the Task Object to store the Full Name
- Set up a Rule to pass the CTA Full Name to the Task Full Name
- Created a custom field on the Task object to store the AccountID
- Set up a Rule to push the ContactID from the Contact object into the Tasks NameID field joining on AccountID and FullName
Cheers
Ian
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