Ability to change CTA types and reasons

Forum|Forum|8 years ago
November 22, 2017
23 replies
521 views

I have worked with multiple customers lately who have been restructuring the Type and Reasons of CTAs framework and would like to know if it is possible to change the Type of some specific Reasons that they have today.

For instance, one Reason called "MMM" which is in Type = All and would like to have it in the Type = Event

As of now this is not possible, is there any thought to have this ability in the future? Possibly in Mass?

Show previous replies

john_apple

Expert ⭐️

We recently revisited Reasons and Types being used for CTAs. Changing Reason is possible with Mass Edit but we get stuck if we have CTA on the wrong Type and we want to move the Reason to only be associated to one Type and not All. So right now, we have CTAs with 3-4 different Types but all the same Reason.
Would really like the ability to Mass Edit Type so that we can clean up our records and make them more consistent for tracking and reporting.

H

hitesh_sharma

Gainsight Employee ⭐️

Hi John,

There's no way to Edit CTA type, but for your use-case i suggest to use Rules Engine and Mass Edit to accompany that in 2 steps,

1) With base object as Call to Action, Create CTA with correct Type
2) Once CTAs are created with correct CTA and Verified, then use Mass Edit tool to delete the Old CTAs

Let me know if this helps.

H

hitesh_sharma

Gainsight Employee ⭐️

Hi Sagan,

Sry for late reply, but there's no way to Edit CTA Type, would suggest the same approach as suggested to John below. Let me know if that helps.

john_apple

Expert ⭐️

Thanks Hitesh.

If I understand correctly - you're suggesting that we use the Rules Engine to re-create existing CTAs with the correct type and then use the Mass Edit tool to delete the incorrect CTAs.

What would be the expected outcome of CTAs that are currently In Progress (some tasks completed, Email Assist used, etc.) and those that have been completed (tasks closed/completed, Email Assist used)? Would the data/progress made with these CTAs simply be removed completely - or would the underlying records remain somewhere?

H

hitesh_sharma

Gainsight Employee ⭐️

Hi John,

Yes i am suggesting the same. For the CTA's that are In-Progress or Closed, we can avoid them while performing mass-edit operation.

The reason i am suggesting this way is because CTA's are tightly tied with CTA Type (like Reason, Status, Playbooks, Linked Objects etc), so changing the CTA type would be difficult part.

Let me know if you have any more questions.

Regards,
Hitesh

H

hitesh_sharma

Gainsight Employee ⭐️

Hi Anna,

When you say Revamp of CTA reason, does that mean you want to delete the existing reasons and recreate new reasons?

spencer_engel

Expert ⭐️

Hi @hitesh_sharma_d90079 - is there any update here? On the CSA team, we get requests fairly often to migrate CTA reasons, and it's very time-consuming, involving exporting multiple reports into Excel docs, doing a vlookup, and reinserting that file into SFDC via data loader.

Is there any way we can open up changing CTA reasons and types to the mass edit tool? Or at least via the Rules Engine?