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Used in Call logging in task records and Adding an Activities tab

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Task records provide an audit trail for each inbound or outbound call. In most circumstances, ContactWorld automatically creates a task record in Salesforce for every interaction handled by an agent.

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ContactWorld

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assigns the task to the agent who last dealt with the interaction, and relates the task to the record representing the customer in Salesforce.

If you make a call using Click to dial from a task record or use Connect to make a call to a Dial Entry based on a task,

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ContactWorld doesn't create a new task

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for the call. Instead ContactWorld updates the existing task record

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with call information and

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marks the task as complete.

You can locate tasks in the following places:

  • In the Activity History (Salesforce Classic) or Past Activity (Salesforce Lightning Experience) sections in Contact, Leads, Accounts, Opportunities, and so on, as configured for your org.
  • In call center reports that use task records to show agent and team activity. For information about creating reports, see Running Salesforce call center reports.
  • In the Tasks tab (available in apps in Salesforce Lightning Experience).
  • In an Activities tab (in Salesforce Classic) that displays all task records. For information about creating an Activities tab, see Adding an Activities tab.