I would like to create a report for a utilization CTA that runs quarterly. The rule that triggers this CTA looks at quarterly usage data, and then fires one of 4 CTAs (the rule has multiple actions) based on whether there is an increase or a decrease in usage.
I want to group the data by the name of the CTA, but since we use a token in the name of the CTA, each name is technically different:
I tired using the Rule Action ID to group by, but these are not readable by our CSM team:
I noticed that there is a field called "CTA Group" and my question is whether this would help solve the problem?
If so, how do I configure CTA Group? I couldn't find any information on Gainsight Go on the topic.
Thank you!
Best answer by manu_mittal
There are two potential solutions I can think of:
We leverage 'Reason Name' or 'Reason Reporting Category Name' to group similar CTAs together.
We create a new custom field to capture this information, as Karl suggested. We'd have to first create this field from Setup (Salesforce) -> Create -> Objects -> Call To Action -> New. Then add it to the CTA layout from Administration (Gainsight) -> Call to Action -> Detail view layout configuration (select each CTA Type from the dropdown, and add this field under 'CALLS TO ACTION' sub-tab). It should then show up inside each CTA action you have in that rule.
Hi Kate. CTA Group is not what you want...this object is part of Success Plans. The only thing I can think to do is add a custom field to your CTA Type and then configure it in "Additional Fields" to include the value that you can group by. I will ask other folks to jump in who may be able to figure out another way...
We leverage 'Reason Name' or 'Reason Reporting Category Name' to group similar CTAs together.
We create a new custom field to capture this information, as Karl suggested. We'd have to first create this field from Setup (Salesforce) -> Create -> Objects -> Call To Action -> New. Then add it to the CTA layout from Administration (Gainsight) -> Call to Action -> Detail view layout configuration (select each CTA Type from the dropdown, and add this field under 'CALLS TO ACTION' sub-tab). It should then show up inside each CTA action you have in that rule.
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