We have several complex Salesforce workflows that can be circumvented using the “Add” buttons from the c360 in Gainsight when displaying a report on that object.
For example, when CSMs add cases in Salesforce, they start from the Contact object. Some fields are automatically populated. However, if they open a case tab from the c360 and click “Add” the cases created do not have anything populated in those custom fields. This can result in cases that are not visible to our clients in our client portal, and other issues with case assignment.
We would like the ability to either:
- Disable the ADD button
- Customize the user’s experience when the ADD button
- In the example above, they would be prompted to select a Salesforce Contact record to open a case, then open the Case from the Salesforce Contact record
