Ability to be able to log a call in Gainsight
None
Currently we have to go back into SF to log a call on an account and it would be nice to have that option inside of Gainsight.
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In your case, you're likely looking for the object that governs your Calls. Whatever object you're creating when you do this natively in SFDC is the object you want Gainsight to spot.
Also, you'll need to build a Report on the same object. That report helps you
However, it's disappointing that these one-off calls aren't more closely integrated into a "timeline" of interactions with the customer, and that the CSM can't add them cleanly directly from the Cockpit, which is where I would like for them to be focusing their attention. I'm worried that they'll develop mental shortcuts for the Cockpit (in general, and in the C360) as "random good-to-know and nice-to-do items", and the Related List of Task as "the place where I actually do things".
ETA is not yet available.
We haven't gotten to the reporting specifics yet, but the direction is exactly what's being discussed on this thread. I'll reach out to you directly to discuss in further detail; would love to fully understand your requirements and make sure the solution works for you.
Thanks,
Manu
Following is how the rules should be configured.
(1) Is your official response here still the recommended way to 'sync CTAs' with Salesforce?
(2) With minor modifications to these instructions, can sync them in progress (instead of just syncing closed CTAsfor historical tracking purposes)?
(3) Is there out-of-the-box capability coming before the end of the year that would allow for tracking CTAs 'in flight' in Salesforce without having to follow this approach? Thank you!