Sync CTA to Salesforce Task (without requiring a CS Task)
None
We'd like to have the ability to have a CTA sync with a Salesforce task directly, without having to create a task off the CTA. This is important for giving visibility to non-Gainsight users of activity done by the AM, and keep things simple for the AM when documenting interactions with the Customer.
As a side note, I thought this Idea was previously posted but couldn't find it.
thanks
Kristin
As a side note, I thought this Idea was previously posted but couldn't find it.
thanks
Kristin
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I think a product solution would be to add a checkbox at the bottom of the Add Manual CTA dialog box, maybe under Recurring Event.
Box is called "Sync the CTA". Clicking this box and saving the Manual CTA would add a Task, under this CTA, with the same name and due date, that is set to auto-sync to SFDC.
Thoughts?
Our scenario is a little different than what is in this thread, I'd be happy to hop on a call and walk you through it in detail. The use case is that all internal employees who do not have a Gainsight license require the ability to involve a CSM by creating a CTA (the process is called "CSM Assist").
Currently, we have a SFDC workflow that creates a task on the account with information related to the CSM Assist that the rules engine uses to create the CTA. The problem here is that the original requestor does not have insight to the progress/status of the CTA while the CSM is working it. I understand that you can sync the CTA's task back to SFDC, but along with others in this thread, the CSMs work and take notes on the CTA itself, not the associated tasks. Additionally, having two tasks (the original task and the CTA's task) in SFDC is confusing for the requestor as to which one to follow.
It would be fantastic if the call to action could be mapped to an existing task in SFDC. Even if it could be synced to the CTA Task, I could redesign the CSM Assist process in SFDC to use that as the source of truth.
As a side question - Can I create CTA records using a workflow in SFDC rather than using the Gainsight rules engine? That would be the best possible resolution, short of exposing the Call To Action object to all SFDC users.
Thanks,
Scott