Link CTA to Opportunity in SFDC (So that the "Related To" field references the Opp)

  • 3
  • Idea
  • Updated 3 months ago
  • Implemented
We would love the ability to link a CTA that is created in Gainsight to the Opportunity in Salesforce. Currently, the only option is for the Opp to be linked to the CTA and have it only appear in Gainsight (and not in SFDC). 

The use case is:

When a CSM creates a CTA in Cockpit and logs a task, that does sync to Salesforce and appears in the Activities section, which is great. However, the issue is that the log in SFDC shows that the "Related To" field is whatever that CTAs name was. Instead, we would want that field to be synced to the correct opportunity in SFDC.

So, for example, a CTA was created with a name of  'Opt Out Tomorrow'. The activity/task would be logged in SFDC with the "Related To" field = 'Opt Out Tomorrow'. However, there is no way to tell what opportunity within the account this is for. If, there was a way to sync this to the correct opp, so for this example, the "Related To" fieldin SFDC would reference the opportunity of "Renewal 1". 

We need this because our company works out of the Opportunity page and it would be a great benefit for everyone to be able to associate these tasks to specific opps. This is due to our opps being yearly renewals and we want the ability to consolidate on an annual basis. This would allow for better tracking of CSM activities and lead to a higher adoption rate. 

I have not been able to figure out a way to do this yet. Would love some help!
Photo of Manmeet Dosanjh

Manmeet Dosanjh, Champion

  • 3,642 Points 3k badge 2x thumb
  • Frustrated

Posted 11 months ago

  • 3
Photo of Dan Ahrens

Dan Ahrens, Gainster (employee)

  • 22,434 Points 20k badge 2x thumb
Hi Manmeet, have you checked out the functionality to link objects (including opportunities) to CTAs? This article has the details: https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/Con...
Photo of Manmeet Dosanjh

Manmeet Dosanjh, Champion

  • 3,642 Points 3k badge 2x thumb
Hi Dan,

I have looked that article over. My understanding was that is more for getting the opportunity from SFDC into the CTA view in Cockpit? 

Would the bidirectional association option allow for the CTA to be linked/pushed to the correct Opportunity in SF? So, instead of the "Related To" field in SF containing the name of the CTA, it would link/push it to the Opportunity? 
(Edited)
Photo of Dan Ahrens

Dan Ahrens, Gainster (employee)

  • 22,434 Points 20k badge 2x thumb
It will essentially let you 1) establish a link to another SFDC/Gainsight object 2) view and/or edit fields from that linked object directly in the CTA detail window and 3) report on the associations. 

You can see some more details in the second half of this recorded webinar: https://vimeo.com/217883313

And your Gainsight CSM would be happy to provide some more guidance specific to your environment/use cases.
Photo of Manmeet Dosanjh

Manmeet Dosanjh, Champion

  • 3,642 Points 3k badge 2x thumb
Thanks for the response!

Not sure if this would help in what we need. Basically, the issue is that when the Tasks (from the CTA) log back into SFDC, under the 'Activity History' section.. that the "Related To" field for that Task references the CTA name. For example, if the CTA name was "Opt Out Tomorrow" and the task was to "Call Joe", when that task syncs to SFDC, the "Related To" field just references the CTA name mentioned above.

What we would like is for this "Related To" field to reference the Opportunity, the Opp would be the one that is linked to the CTA using the CTA Linked Objects functionality you provided documentation on. 

Not sure if this is possible or not?
Photo of Sidhu

Sidhu, Employee

  • 7,476 Points 5k badge 2x thumb
While this is not possible out of the box, you could achieve this using a rule that would read tasks under CTAs linked to Opportunity and then create tasks where "Related to" is mapped to the corresponding opportunity. 

Few more detail on how to setup the rule is available here - https://community.gainsight.com/gainsight/topics/ability-to-be-able-to-log-a-call-in-gainsight
Photo of Manmeet Dosanjh

Manmeet Dosanjh, Champion

  • 3,642 Points 3k badge 2x thumb
Thanks for the detailed response, I appreciate the help! Since the Opportunity ID is being mapped to the 'Related To' field in SFDC, would the Id populate that or would the actual name of the Opp appear? 
 

I will give this a try to see if this gets us what we need. Thanks!

Our SFDC Admin was able to set up rules in SFDC, that allowed for the Opportunity to be linked to the Task in the 'Related To' field, the only issue being that it would only populate that field if the Opportunity was already linked to the CTA using the Linked Object option in GS. Causing any CTAs with Playbooks associated to not sync those associated tasks to  SFDC because the Opp was linked after creation. 
Photo of Manu Mittal

Manu Mittal, Employee

  • 13,004 Points 10k badge 2x thumb
Once the Id is populated, you should the see the actual name in Salesforce, like so:

    
Photo of Manmeet Dosanjh

Manmeet Dosanjh, Champion

  • 3,642 Points 3k badge 2x thumb
Sounds good, thank you for the help! I will try and set this up and see if this works out for us. Appreciate the assistance. 
Photo of John Nunziati

John Nunziati

  • 250 Points 250 badge 2x thumb
Really interesting thread. Could the same infrastructure/rules be used to create new opportunities from a CTA?

The use case is that the CSM sees an Upsell opportunity with an existing account, creates a CTA for a CS-qualified lead, and the specific type/reason used for that CTA is picked up by a rule that creates a new Opportunity in SFDC. Once the Opportunity moves to a certain stage (Qualified), the CTA is Closed Success. 

Does anyone have experience with this or know if this would be possible? 
Photo of Manu Mittal

Manu Mittal, Employee

  • 13,004 Points 10k badge 2x thumb
Hi John,

We could definitely have Rules Engine do that for us. Or, we could use the 'Linked Objects' functionality to link Opportunities to these expansion CTAs. We'd then be able to, from within the same CTA, either create a new Opportunity record or link one that already exists. Here's a document and a video that might help.

Thanks!