Timeline Activity notes sync to Cockpit Tasks

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  • Idea
  • Updated 8 months ago
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I think it would be a great benefit to our company if the Timeline Activity notes would sync to the CTA in cockpit and vice versa. This way, when notes are updated, there is transparency in both records. Currently, as is, CSMs would have to duplicate notes in the CTA and Timeline which is not ideal as these extra steps take up too much time. This would greatly benefit our CSMs and speed up their workflow.
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Manmeet Dosanjh, Champion

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Posted 9 months ago

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Easton Taylor, Employee

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Hi Manmeet! Have you tried out the Timeline feature within the CTA view. Please reference the following link and let me know if this helps with your use case.

https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/06_Using_Ca...
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Manmeet Dosanjh, Champion

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To add on:

What exactly is the mapping of the 'Activity Type' from GS to the 'Type' in SFDC do? What would be the result from this sort of mapping. 
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Manu Mittal, Employee

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Hey Manmeet,

My understanding of how the mapping works is that if we find the same 'Type' value in Salesforce (first grouping in the screenshot below), we pick that when creating activities in Salesforce. If not, a new 'inactive' value is added and assigned (second grouping).

      
      

You are right about the inline to-dos: These leverage the 'Task' sync process we have in place under Administration -> Tasks. So the mapping you put in place for Timeline Activities won't apply here.

That said, if you are seeing a different behavior, please log a ticket so we can quickly get it working for you.

Thanks,
Manu
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Manmeet Dosanjh, Champion

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Hi Manu,

Thanks for the response. Just to be clear, are you saying that under Administration - Tasks, that I should be able to map the "Type" from Gainsight (Call, Email, etc) to the 'Type' field in SFDC? Instead of it just defaulting to 'Type = Email' in SF.

Or, is that not a possibility currently? Does that not get pulled in since the Type is technically at the Activity level? So, when 'Logging a Call' in SFDC, that is adding an Activity, but it is actually the Task underneath that Activity that syncs and logs into SF.


When I map the Gainsight 'Type' to SFDC 'Type' under the Administration - Tasks, the system updates the field in SFDC to what looks like an ID. Is there a way to map the GS Task Type name? 
(Edited)
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Manu Mittal, Employee

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Hi Manmeet,

Currently, Timeline Activities and Tasks/To-Dos are two separate constructs in Gainsight. We do plan to bring the latter into the Activities fold, but this for the time being is limited to being able to add Tasks/To-Dos inline when logging an Activity. Because of this, we also have to deal with two separate sync processes:
  1. Admin -> Activities -> Activity Sync
  2. Admin -> Tasks
The 'type' mapping we've discussed is available under #1, not #2. The 'type' field that you are seeing under #2 is actually a lookup, and that's why you are seeing the Ids in Salesforce instead of actual names.
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Manmeet Dosanjh, Champion

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Oh, I see. Thanks for the explanation, that makes sense now! Any ETA on when Task type will map to SFDC? If there is any update on this status, I would love to be kept in the loop! Thanks for the help.