How does ContactWorld
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use task records in Salesforce?
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Past Activity in a record in Salesforce Lightning Experience
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| If you link an interaction to a Lead record, and, during the interaction, you convert the Lead to a Contact, ContactWorld automatically relates the associated task to the newly created Contact record. If you create an Opportunity while converting the Lead, ContactWorld relates the task to the Opportunity as well. |
Task records
A task record includes the following information:
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The date when the call ended (in the agent's timezone).
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To populate the Due Date field, you must select the Set due date on call task records check box in custom settings. For information about the Set due date on call task records check box, see Configuring custom settings for optional ContactWorld features in Salesforce. |
The task record also contains information that the agent or agents add during the call. For information on adding ContactWorld logs multiple interaction events—such as the initial delivery of the call to the agent, and the transfer of the call to another agent—that occur during the call. These events appear in the Call Notes section of a task record.
If enabled and configured for your account, agents can add information to the task record during the call. This information appears within the relevant event in the Call Notes section. For information about configuring pages for call notes, see Configuring call logging in task records. For information about adding information to tasks, see Logging a call during the call. Multiple interaction events—such as the initial delivery of the call to the agent, and the transfer of the call to another agent—that occurred during the call are logged along with any information that the agent added during those events. The events and information added in the notes field appear in the Call Notes section.
Task record in Salesforce Classic
Task record in Salesforce Lightning Experience
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For a full list of fields on a task record, see Task record fields.
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You can alsomanually create a task record to log a call from various Salesforce records, including Leads, Contacts, and Accounts. |
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If you currently use Salesforce Interaction Logs to log calls, Salesforce creates an additional task record when the call ends. ContactWorld adds the unique ID of the call (the call GUID) to this additional task record to link this and the original task together. You can choose to keep the duplicate tasks or merge them using custom workflow. |
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If you link an interaction to a Lead record, and, during the interaction, you convert the Lead to a Contact, ContactWorld automatically relates the associated task to the newly created Contact record. If you create an Opportunity while converting the Lead, ContactWorld relates the task to the Opportunity as well. |
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