Skip to main content
Stuart
Stuart
Helper ⭐️⭐️
June 26, 2024
New Idea

Linked Objects: Allow all MDA objects to be linked to a CTA

Related products:CS Rules Engine
  • June 26, 2024
  • 10 replies
  • 154 views

Hi folks,

 

Use Case

We leverage the Case MDA in Gainsight to pull in our support ticket data.  We also create CTAs for CSMs to be able to manage specific risks to customer sentiment around support tickets.  Currently, I’m unable to configure Case MDA as a linked object.

Impact

The impact is any Case data required either needs to be provided to the CSM as tokenized fields in the CTA comments, or, provide the URL to the ticket.  The second option is taking the CSM out of Gainsight, where we want to keep them in Gainsight.

Solution

The solution is to allow any MDA object (or at least standard objects) to be a linked object for CTAs.  This would allow additional data to be available to the CSMs directly in cockpit in an easier to digest format than CTA comments, or taking the CSM out of Gainsight.

 

Free us from the Linked Object restrictions please!

    10 replies

    dayn.johnson
    dayn.johnson
    VIP ⭐️⭐️⭐️⭐️⭐️
    June 26, 2024

    @kstim -- would this be beneficial for our JIRA JO? (or others?)

    Staff CS Content & Comms Manager, 2x Gainsight CS Ops Product Council Member
    bradley
    bradley
    Expert ⭐️
    June 26, 2024

    For some reason I thought you could already do Standard objects as linked. Maybe just GS Opportunity. Having more options would be super beneficial and increase the utility of CTAs

      benwanlessmenlo
      benwanlessmenlo
      Contributor ⭐️⭐️⭐️⭐️⭐️
      June 27, 2024

      Linked Objects always seemed too limited in what objects are available.

      For example, the out of the box ‘Case’ or ‘GS Opportunity’ objects are unable to be linked as Standard objects.

        bradley
        bradley
        Expert ⭐️
        June 27, 2024

        Linked Objects always seemed too limited in what objects are available.

        For example, the out of the box ‘Case’ or ‘GS Opportunity’ objects are unable to be linked as Standard objects.

        Weird, I have GS Opportunity as an option

        Stuart
        StuartAuthor
        Helper ⭐️⭐️
        June 28, 2024

        Linked Objects always seemed too limited in what objects are available.

        For example, the out of the box ‘Case’ or ‘GS Opportunity’ objects are unable to be linked as Standard objects.

        Weird, I have GS Opportunity as an option

         

        I believe GS Opportunity is an option because of Renewal Center, could be wrong.  We’ve mapped GS Opportunity, but that looks to be an exception to the rule.

          bradley
          bradley
          Expert ⭐️
          June 28, 2024

          @Stuart yea we have RC right now so that tracks

          darkknight
          darkknight
          Expert ⭐️
          January 15, 2025

          Another day, another bewildering gap/limitation in Gainsight. 

          I cannot believe this isn’t possible.

          I was trying to establish a link between CTAs and Product Requests - but the Enhancement Request object is not available as a linked object.  Not possible. 

           


           

           

          Jeff Kirkpatrick
            alizee
            alizee
            VIP ⭐️⭐️⭐️⭐️⭐️
            January 15, 2025

            Another day, another bewildering gap/limitation in Gainsight. 

            I cannot believe this isn’t possible.

            I was trying to establish a link between CTAs and Product Requests - but the Enhancement Request object is not available as a linked object.  Not possible. 

             


             


            ​​​​​​

            We could also highlight that standard fields available through lookups can’t be edited in LinkedObjects… 

            The most expensive part of building is the mistakes. That's true in construction. Not so much in CSOps. So ask questions, make mistakes and learn. All views expressed here are my own.
            benwanless
            benwanless
            Contributor ⭐️⭐️⭐️⭐️
            June 4, 2025

            Linked Objects always seemed too limited in what objects are available.

            For example, the out of the box ‘Case’ or ‘GS Opportunity’ objects are unable to be linked as Standard objects.

            I think this Ben Wanless guy is on to something. A year later and I have another scenario where linking some of the standard objects would be hugely beneficial.

            Here is the workaround recommended by support: “Duplicate the Case records to a custom low volume object.”

            But in thinking this through, I discovered that I would need a whole slew of additional rules to keep these new custom LVO case records up to date with the original records. This isn’t really Maintainable.

              bradley
              bradley
              Expert ⭐️
              June 4, 2025

              Linked Objects always seemed too limited in what objects are available.

              For example, the out of the box ‘Case’ or ‘GS Opportunity’ objects are unable to be linked as Standard objects.

              I think this Ben Wanless guy is on to something. A year later and I have another scenario where linking some of the standard objects would be hugely beneficial.

              Here is the workaround recommended by support: “Duplicate the Case records to a custom low volume object.”

              But in thinking this through, I discovered that I would need a whole slew of additional rules to keep these new custom LVO case records up to date with the original records. This isn’t really Maintainable.

              Yea, at what point does the Case object not have any value and you just use a custom object for it instead? I get that maybe providing *a* workaround is better than nothing from a support perspective but...that is not a solution.

                Terms & ConditionsAccessibility statement