Admins can modify the CTA and Task detail view layouts to include custom fields from Call to Action, Account, Customer Info, and Relationship object. Additionally, the CTA detail view can be customized for different CTA types. Account attributes can be displayed as read-only, or they can be edited by end users as they work on their Calls to Action and Tasks in Cockpit. To learn more about how end users will work with CTAs and Tasks, refer to Using Calls to Action and Task Detail Views.

To access the CTA Detail view layout configuration, navigate to Administration > Workflow > Calls to Action.

For the customers who use Relationships in Gainsight, Admins can customize the CTA detail view for:

  • Global CTA types on the Global tab.
  • Account level CTA types on the Account tab.
  • Relationship level CTA types on the Relationship tab.

Depending on this customization, end users will see a CTA detail view specific to each CTA type in Cockpit. For more information on CTA types, refer to Federated Customer Management.

In the detail view layout configuration, you can see Customer, Call to Action, and any linked object tabs. For the customers who enable Relationships in Gainsight, you can see:

  • Customer, Call to Action, and any linked object tabs at the Global and Account levels
  • Relationship, Call to Action, and any linked object tabs at the Relationship level.

You may add fields from an object to the views based on what information you believe will be helpful for your CSMs to view or edit as they work through their CTAs. You can also group the fields. A default group is already added to these sections which cannot be deleted.

By default, all added fields from Customer, CTA, Relationship, and any Linked object are marked as read only. All modifiable fields can be changed to become editable. Formula fields and standard fields on CTA and Customer Info that are part of the package like CTA reason, CTA type and Customer Status will not be editable. If you select the Mandatory check box for a field, the end user will get an error while closing a CTA through Cockpit or C360/R360, if that field is not completed in the CTA detail view. Following image shows the error while closing a CTA with mandatory fields to be completed:

You can use this feature to track additional attributes across a CTA, like a Risk outcome or Executive sponsor, and also to allow end users to modify SFDC data like account attributes from within the CTA.

You can bring in fields from the following objects into the CTA detail view:

  • Account / Customer Info object into the Customer sub tab
  • CTA object into the CTA sub tab
  • Relationship object into the Relationship sub tab (For customers who enable Relationships in Gainsight)
  • Linked objects into the linked objects sub tab

We cannot directly create custom fields on these objects from within the layout configuration, but if fields were added to these objects from SFDC, then we can add them to the detail view. If 'Read only' is not checked, then these fields can also be edited from the CTA detail view. 

When you are configuring the CTA sub tab of the detail view, the add field option lets you search for available fields on CTA objects and lets you add them to the detail view. Similarly while configuring the Customer sub tab, it allows you to add fields from either Account or Customer Info object. When you configure the Relationship sub tab, you can add available fields from Relationship object.

This configuration is per CTA type. The fields added to detail view can only be modified from the UI and cannot be updated via rules engine.

CTA Detail view tabs

CTA Detail view tabs

The image above was taken from the Cockpit List View and displays the CTA detail view on the Customers tab. (Additional views may be configured for objects that are linked to the CTA. In the example above, the Call to Action object was also linked to the CTA detail view.)

Linking other Salesforce records to a CTA

You can link CTAs with another SFDC object that is related to an account. The SFDC objects which have at least one field having look up to the account will be available in Linked Objects section to link to CTAs. Examples: SFDC Opportunity, Milestone, etc. You can link one or more objects to each CTA type.

For the customers who use Relationships in Gainsight, Admins can customize linked objects for:

  • Global CTA types on the Global tab.
  • Account level CTA types on the Account tab.
  • Relationship level CTA types on the Relationship tab.

Objects which are associated to the Relationship are available for linking to the CTAs specific to the Relationship type.

Depending on this customization, end users will see linked objects specific to each CTA type in Cockpit. For more information on the CTA types, refer to Federated Customer management.

Select a CTA type and an object from the Linked object settings. A new field will be created on the CTA object which will hold reference to the linked record. Enabling bi-directional sync will create a field on the linked object to hold reference on the linked record back to the CTA. De-linking the object will not remove fields from the corresponding objects and should be deleted manually from the back end. When the linked object is mapped to an Account Field (Ex: Account ID), end-user from same account can see the mapped linked object in CTA detail view while linking an object.

Once an object is associated, you will see a new section under the layout configuration where you can add fields from the selected object into that section. And from the Cockpit detail view, you will be able to create a new record of this type or link with an existing record. Example: You could create a new SFDC opportunity or link with an existing opportunity from the Cockpit.

Notes:

  • Objects having Read Only permissions in Salesforce setup can be linked in CTA configuration but the fields can only be viewed in CTA detail view.
  • Objects having Read and Write permissions in Salesforce setup can be linked in CTA configuration. End users can view and edit the fields in CTA detail view provided Bidirectional Association is enabled in Linked Objects section.
  • If you are linking to any Gainsight object, you will only be able to link a CTA with an existing record but will not be able to create new records.
  • ‘Task’ and ‘Call to action’ objects are not supported.
  • 'Description' should be an added field to the task layout; and 'Comments' should also be added to the CTA detail view layout configuration for the desired CTA types in order for comments on tasks to appear on SFDC tasks.

Enabling CTA File Attachment

Enabling CTA PRIVATE FILES allows users to attach multiple files from your computer in the CTA detail view, and to share the files with a specific group, per your org’s chatter group configuration. NOTE: CTA file attachment was built to work with private chatter groups. You will need a SFDC Admin profile to make this edit. 

To enable CTA file attachment:

  1. Navigate to Salesforce Setup.
  2. In the search box, search for Custom Settings.

3. Click Custom Settings and click Feature Configuration.

4. Click Manage; then click CTA PRIVATE FILES.

5. Click Edit; then select the Enabled check box.

6. Click Save.

When the CTA Private Files option is enabled, you will see a new File Attachments section in the CTA detail view:

Build a report of files attached to a CTA

Admins can build a report using the GSFileLink object to search for CTAs that have files attached to them. The file size must not exceed 2 GB. Also, you can create a new CS360 section at Administration > Analytics > CS360 Sections to add the CTA files report on the Customer 360 page as a section.

Note: the GSFileLink object will only store information on files uploaded through the CTA "File Attachment" option, not from Chatter.

You can create a new CS360 section at Administration > Analytics > CS360 Sections to add the CTA files report on the Customer 360 page as a section.