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Is there a way to create a Salesforce Case from a CTA?

  • 13 May 2021
  • 5 replies
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Our CSM group is implementing a new contact center software that integrates with Salesforce. This integration will work heavily in cases. Our management is looking for ways for our CSM team to track all interaction and work in both Gainsight and SFDC. 

What we would like to know is if there is a way to take our automated CTA’s that are triggered off of our scorecard and have those create a case in Salesforce as well as the tracked activity in Gainsight?

 

Thank you.

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Best answer by heather_hansen 13 May 2021, 20:57

@AyAyRawnD83 You could use a rule to write to the Case SFDC object.  You’ll just want to make sure that your GS Integration user has access to all the fields you need on the Case object.

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@AyAyRawnD83 You could use a rule to write to the Case SFDC object.  You’ll just want to make sure that your GS Integration user has access to all the fields you need on the Case object.

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@AyAyRawnD83 did you get a chance to view the comments here?

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@AyAyRawnD83 did you get a chance to view the comments here?

@AyAyRawnD83 need your inputs here.

@AyAyRawnD83 did you get a chance to view the comments here?

@sai_ram yes, I believe @heather_hansen gave a simple answer of where to begin. It will help me get started. If I run into any additional issues, I’ll make sure to follow up. Thank you

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@heather_hansen thanks for you comments, helps in time.

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