Ability to be able to log a call in Gainsight

That would be great thanks

Until the Notes capability is available in Gainsight, you could create CTAs to represent Call logs and then have them created as Tasks of the type Call via Rules Engine. Before setting up the rules, following changes are required (most of these changed required SFDC admin access) -

1. Create a CTA reason to represent call notes.
2. Create a text area field on CTA object called "Call Notes" and add it to the detail view of the CTA type. Use this field to log notes since the standard comments field has HTML content and when it is synced to SFDC, it will not be readable.
3. Create a text field called "Call to Action ID" on Task object. For all Tasks created from a CTA this field will contain the 18 Digit CTA ID and should be used as the Unique identifier in the Load to SFDC object action. 
4. Create a formula field called "ID 18 Digits" on Call to Action object, to query and use it in the rules. While CTA ID should be mapped to the Related ID, this formula is mapped to the custom field on task object to be used as an identifier in the update and upsert operations.
5. Created a dummy field on AssociatedRecrords object looking up to Account. No values will be populated in this field, but this is required to workaround the limitation of the need to have AccountID in rules before we can use AssocaitedRecords.
6. Enable Task object under Rules Engine Data load Configuration and select all the fields that would be mapped. Following is a recommendation on the mapping that should be used while loading data to the task object - [list=1]
7. Assigned To: CTA Owner
8. Related To: CTA
9. Subject: CTA Name
10. Name: One of the contacts associated to the CTA (updated from second rule)
11. Type: Call
12. Due Date: CTA Close date
13. Status: Completed
14. Priority: CTA Priority
15. Original Due Date: Original Due date of CTA

[/list] Following is how the rules should be configured. 

1. SFDC tasks Sync Part 1 of 2: Load from Closed CTAs: This rule should query all Closed CTAs that represent a call log and create a SFDC task out of them using 'Load to SFDC Object' action. E.g CTAs that are 'Closed - Complete' and whose reason is 'Periodic Check-In Call'. Few point to note - [list]
2. Filter to only get CTAs that were closed in the last 2 days along with the filter to identify call logs
3. Create a Load to SFDC Object action and load data to task object
4. Schedule to run daily.
5. Make this an Upsert operation.

SFDC tasks Sync Part 2 of 2: Update contact from CTAs: This rule is required if you want to also sync the contact with who the call was made. Query Contact and CTA from an object called AssocaitedRecords where the contacts associated with a CTA are stored and update the corresponding task with the linked contact. Map and use the "Call to Action ID" field on Task object as an identifier. Make this an update operation. Few points to note -

• If multiple contacts are linked to a CTA then the task in SFDC will be associated to only one of those contacts.
• Make this action an update operation to make sure the contacts are update only for the tasks that were are already created in the first rule and not new tasks are created from this rule. 

[/list]

What we have decided to do for now is use TASK from Salesforce and use the comment box on the task and work duration field. The comment box is configured as long text and allows somewhere upwards of 30K characters so I feel it should be ok for now. 

Hi Sidhu - Three quick questions (on behalf of two customers that I'm working with):
(1) Is your official response here still the recommended way to 'sync CTAs' with Salesforce?  
(2) With minor modifications to these instructions, can sync them in progress (instead of just syncing closed CTAsfor historical tracking purposes)?
(3)  Is there out-of-the-box capability coming before the end of the year that would allow for tracking CTAs 'in flight' in Salesforce without having to follow this approach?  Thank you!  

I too have a customer asking about this functionality where Timeline is not a fit.  Anything further on this?

any update here ?