You can enable Connect to set the next contact time for a record. If enabled, when an agent completes or skips a call, Connect populates the NextContactTime__c field for the record with which the call is associated.
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When Connect updates the associated Salesforce record, the update might initiate other processes or applications in your org. For example, if your Dial List is based on contact records and your contact object contains a trigger that runs when contacts are updated, the trigger runs when Connect updates NextContactTime__c fields in contact records. |
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Using next contact time
To use next contact time, perform the following tasks:
Optionally add a NextContactTime__c field to Salesforce objects. Currently the managed package provides a NextContactTime__c field
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Using next contact time in custom objects
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for the Case, Contact, Lead, Task, and Event standard objects.
To use next contact time with custom objects or additional standard objects, you must create a field for each custom object and each additional standard object you want to use in Dial Lists. Create custom fields with the following settings:Setting Value Data Type Date/Time Field Name NextContactTime Field Label Next Contact Time You do not need to add the fields to your page layouts.
Enable Connect to populate the NextContactTime__c field.
Select the Use Next Contact Time field in custom settings in Salesforce. For information about configuring custom settings, see Creating or editing custom settings for Connect.