Ability to link multiple users in Activity History Reporting

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  • Updated 10 months ago
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I couldn't find any documentation regarding this but I apologize if it has already been posted before!

The use case here is that we have a report built pulling in tasks from the Activity History in Salesforce and then generating that report onto the C360 page. We would still like to pull in all logged tasks from Salesforce into Gainsight since there are other teams at our company that don't have Gainsight access and there can be tasks in SF that are relevant or important for our CSMs.

The issue some of our CSMs have mentioned with this report is that if they search on a contact name, the filter won't necessarily pull in all the relevant logged tasks. This is due to only being able to pull in and link the "primary contact" from the salesforce task. So, if there was an email sent by the sales team to multiple contacts at a company, I am only able to pull in the first linked contact name. So if the CSM wants to see all logged tasks associated with John Smith, but there were some tasks logged with another user as the Primary contact, that task won't show up when the report is filtered to that contacts name.

It would be great if we had the option to pull in the additional contacts. Not sure exactly how that would work or if this is a limitation from Salesforce side. 
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Manmeet Dosanjh, Champion

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Posted 10 months ago

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Dan Ahrens, Official Rep

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Hi Manmeet - what data field are the secondary contacts stored in? I'm wondering if you could either 1) use a dataspace to pull that data in or 2) use a rule to write the data to a custom MDA table?
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Manmeet Dosanjh, Champion

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Hi Dan,

Thanks for the suggestions. I am not entirely sure where the secondary contacts are being stored. When I look at the Task object in SFDC, there will be "+" sign next to the contact in the "Name" field. If I click 'Edit' task then I can see all the additional contacts linked to said task. I will have to dig a little further to see where this is being stored. Didn't think they were being stored at first so that's why I posted this here.