Implemented

Ability to link SalesForce Cases to CTAs in Cockpit

Votes
brandon_robison
I was told Gainsight relies on the name field to search and link objects to CTAs. Since there is not a
name field on the case object, this object can't be linked. I need to be able to link this object to CTAs, though!

9 replies

steve_davis
Rank
Userlevel 7
Badge
Brandon,

I am kicking this into an idea as it is handled as a feature request. This way product will have visibility into the issue. 

Root Cause: No NAME field on the Case object.... only Subject. 
sidhu
Rank
Userlevel 6
It is on our plan to support this. We will keep you posted with updates as we make progress. 
andrew_cummins
Rank
Userlevel 7
Badge +1
Same idea here. I second this. Goes with the ability to autoclose a CTA when a case is closed. 
nitisha_rathi
Rank
Userlevel 7
Hi,

This capability is available now, you can link a SF case to CTAs in cockpit.

Thanks,
Nitisha
jessica_hall
Rank
Is it possible to link a task in the CTA to the CTA's related Salesforce case?
manu_mittal
Rank
Userlevel 7
Hi Jessica,

Object linkage is only available at the CTA level. But would love to understand why you'd want the Task to also be linked to the Case record. If it's a reporting requirement, we can get to the Case details by building a Data Space on our Task object (CSTask -> Call To Action -> Case).

Thanks,
Manu
jessica_hall
Rank
Thanks, Manu. We store the activities we complete in related cases. The case is the subject of the discussion/interaction (like a Customer Success Review), then the activities logged in that case pertain to it (like emailed client to schedule, hosted the discussion, sent follow up, etc).
davebrown2242
Rank
Userlevel 6
Badge +1
This is the main reason that I would want this ability as well.

DB
aditya_marla
Rank
Userlevel 6

Hi Dave,

Providing the ability to link the Case object to a task is not something on the roadmap. One question, is the main ask around syncing the tasks in Gainsight to tasks in salesforce? (you can do that either via the standard option we provide or via rules engine….would that help your use-case?) 

Reference Document: https://support.gainsight.com/SFDC_Edition/Cockpit_and_Playbooks/Admin_Guides/10_Configure_and_Sync_Tasks_from_Gainsight_to_Salesforce 

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