Allow Case Record Type selection when creating a Case from a CTA

  • 29
  • Idea
  • Updated 1 month ago
Gainsight currently has the feature to create a SFDC Case from a CTA. By default, Cases are created with the default Case Record Type. For organizations who use different Case Record Types to communicate with different teams, they need the ability to choose the Case Record Type when creating a Case from a CTA.
Photo of Jessie Brainerd

Jessie Brainerd, Employee

  • 394 Points 250 badge 2x thumb

Posted 5 months ago

  • 29
Photo of Ben

Ben, Champion

  • 8,076 Points 5k badge 2x thumb
Yeah this is a great idea. We use a separate record type for inbound Customer Success actions. These are separate from Technical Support needs. This feature would be awesome!
Photo of Michael Jurenek

Michael Jurenek

  • 62 Points
This is a great idea. It would allow us to fully leverage case creation functionality, as we use several different case record types depending on the team and issue involved.
Photo of Samantha Braastad

Samantha Braastad, Champion

  • 7,508 Points 5k badge 2x thumb
Agree! We are not able to use the 'create a case' or other object feature currently because of this. 
Photo of Aditya Marla

Aditya Marla, Product Manager

  • 3,104 Points 3k badge 2x thumb
Hi All,

Thanks a lot for sharing this. Supporting record types in linked objects is there on the roadmap.
One question on this:
-Do you want 'only' the admin to define which Record type should be used for a linked object OR do you prefer the end user to have the flexibility of choosing from the available record types?

Photo of Samantha Braastad

Samantha Braastad, Champion

  • 7,458 Points 5k badge 2x thumb
We would prefer for the end user to be able to determine it as we have multiple teams that leverage Gainsight. Task Record types for us are often determined by the department that is creating them or will be completing them.