We recently implemented Success Plans and our CSMs are using Objective CTAs and tasks with their accounts.





After trying to build a report to show Completed Tasks for Objective CTAs we quickly realized there is a fundimental flaw on getting the task contact(s) for the completed Tasks.





After some digging around, we found that Gainsight (GS) uses the object, “Associated Record”, to denote a relationship between a CTA, a task and a contact. What we noticed was that, in the case of the contact being linked to the task only (and not to the CTA), the CTA column in the “Associated Record” is blank. When we're in Salesforce looking at this associated record in the Salesforce interface, we see that the “task” is a hyperlink, and when we click on it, it shows us the CTA to which the task is linked. So the CTA association is definitely in the “GS Task” object, but it’s not in the Associated Record object. Furthermore, when we tried to create a data space using the “Associated Record” as our data object, it seems to do an “inner” join to the Call To Action object, which means it only includes records from the “Associated Record” object if a value in the CTA column exists. So our report will never show any contacts that are linked to the task only.





We are currently looking at getting the data space to do an “outer join” instead of an “inner join”, thus including the associated records that don’t have a value in the CTA column.





There does not appear to be a work-around to this. Does anyone know how to get to the Task Contact(s) (Name, email, title, phone etc) for a CTA?





(Note: this contact can be different, and commonly is differnt from the CTA Contact based on the audiance for the task.)