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reneehouse
reneehouse
Contributor ⭐️⭐️⭐️⭐️⭐️
October 28, 2016
New Idea

Provide a link to the SFDC object in the automated, rule driven CTA

  • October 28, 2016
  • 12 replies
  • 130 views
I have automated, rule drive CTAs that fire for opportunity and support risks.  I have the case and opportunity numbers tokenized; but since they are not clickable links the CSM has to go to the C360, find the appropriate section, and then click the link there instead of going directly to the SFDC object.  

I would like to have the ability to either:
1. Make the tokenized case number and opportunity number/name a clickable link to the SFDC object
2. Provide a way to automatically associate the opportunity--instead of manually having to do so--and provide the same type of ability with support cases as well.  

This would even work with Contact objects too.

      12 replies

      samantha_cushing
      samantha_cushing
      Contributor ⭐️
      October 28, 2016
      This would be a major time saver!! Great idea Renee. 
        allastair_meffen
        allastair_meffen
        Contributor ⭐️⭐️⭐️
        October 28, 2016
        My team would love to have this ability.  We have support CTAs with the SFDC case number included but a link directly to the case would be great.
          seth
          seth
          Expert ⭐️
          October 28, 2016
          A potential immediate-term workaround:

          Since you have the ID as a token, you can simply slap it on the end of your Salesforce URL, and then that URL would take the user to the record.

          That is, whenever I need to go to a particular record in Salesforce, I just go to:
          http://na28.salesforce.com/ID_GOES_HERE
          (Replace 'na28' with whatever is correct for your Salesforce Org)So, the URL will be in the comment of the CTA, and even though it's not [i]clickable, the user can copy-paste it into their browser.
          AI Transformation @ Gainsight
            todd_atkinson
            todd_atkinson
            Contributor ⭐️⭐️⭐️
            October 28, 2016
            As a Gainsight SA I too agree that this would be a great time saver and have heard this comment from multiple Customers. Thanks for submitting.
              karl_rumelhart
              karl_rumelhart
              Expert ⭐️
              October 29, 2016
              Totally hear you on this.  Enhancing the create CTA action is up high in our roadmap plan for the coming months.   At a minimum we will enable auto-linking objects (like Opportunity) to the CTA.
                jonathan_mcintire
                jonathan_mcintire
                Contributor ⭐️⭐️
                November 8, 2016
                That's fantastic!  Our users are frustrated that they can't click on URLs in the CTA comments section.
                sundar
                sundar
                Expert ⭐️
                February 26, 2017
                With 5.5 release, You can link the CTA to opportunity or any linked object via rules engine. Read more about it here. Setup the linked object under CTA config and then using rules engine map the ID right into CTA creation action. This will make sure the CTA is linked with the object right when it is created.
                lane_h
                lane_h
                Helper ⭐️
                March 6, 2017
                Hi Sundar, the link you provide sends me to a login page. I enter my credentials and it redirects to the login page again.
                Director of CX and Scale Programs
                dan_ahrens
                dan_ahrens
                Expert ⭐️⭐️⭐️
                March 6, 2017
                Try this link, Lane.
                VP of Customer Success at Forcepoint
                lane_h
                lane_h
                Helper ⭐️
                March 6, 2017
                Dan, I don't believe that is the correct link. The link you provided is to another community post. I believe Sundar was trying to link to documentation.
                Director of CX and Scale Programs
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