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Clean Display of Totango Touchpoints and Tasks in Salesforce

We released a UX improvement to Totango Touchpoints and Tasks display inside Salesforce!

Customer Value:

This improvement solves the problem when a user wants to specify what information is the subject of a task and the rest are comments. Before, both subject and body of the task were combined into one field in Salesforce.

This leads to various bad user experiences such as truncated text if the task description exceeds 250 characters or too much information for a user to consume when simply looking the task's high-level takeaway. 

How It Used To Be

Tasks and Touchpoints in Totango are currently syncing to Salesforce, but the description today is only synced to the subject field in Salesforce.

In Totango:

In Salesforce:

Improvements:

The new approach is to split the Totango Task description or Touchpoint when syncing to the Salesforce subject field and the comment field.

For the Totango Tasks or Touchpoints, there will be a delimiter which splits the subject and comment in Salesforce when tasks are synced between platforms. The first part of the Task or Touchpoint will be synced to the task subject field in Salesforce; the second part will be synced to the task comment field in Salesforce.

In Totango:

In Salesforce:

How To Use It:

  • Place a delimiter to a Totango task description or Touchpoint using any of the below formats to indicate a line break between SFDC subject field and SFDC comment field.
    • Subject line breaks at the first “Enter” marker
    • Subject line breaks at the first “.” marker
    • Subject line breaks at the first “-” marker
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