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To add notes and link the call to a record, you must have the related Salesforce record open. Depending on your configuration, Salesforce may have popped a record relating to the current call for you. Alternatively you can open any Salesforce record to which you want to relate the call.

Stale Log a Call data

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Sometimes, the Log a Call area does not update its data automatically when you receive a new call. In this situation data is considered to be stale and the behavior of the Log a Call area may change slightly.

If data is stale, the following things may happen:

  • Notes from the previous call may not be cleared
  • The call may not be linked, so the the Link call to name button may appear
  • The Name and RelatedTo fields may still display information from the previous call
  • If you have saved notes on another Salesforce tab, your notes may not appear on the current tab

When you click to save your notes, if data is stale, a message may appear. For information on what to do if the message appears, see Saving notes with stale data within Saving your changes.

Adding notes

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Log a Call in Salesforce Classic

When you have the record open, to add notes, click Log a Call.

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You must show your feed to use the Log a Call feature. Click Show Feed at the top left of the Salesforce object if you cannot see Log a Call.

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Log A Call in Salesforce Lightning Experience

When you have the record open, to add notes, click Log A Call.

Log a call (Lightning)

Type your notes in the Notes or Notes or Call Notes field.

Depending on the configuration of ContactWorld in Salesforce, an additional field or fields might appear below or alongside the Notes field. Provide information in these fields as appropriate.

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If enabled for your account, or if you are using Salesforce Lightning Experience, you can use the Name and Related To fields to link the call to multiple records.

The first record must be a contact or lead. The second record can be any standard record, such as an account or opportunity, or custom object record for which you track activities.

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Salesforce Classic

Relating a call to multiple records

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Salesforce Lightning Experience

Relating a call to multiple records (Lightning)

The Name section Name section consists of two parts. The first part is a list of object types, usually just Lead and Contact. The second part is a Salesforce Standard Lookup field. This field contains the name of the lead or contact already related to the call, if available. If the call isn't related to a lead or contact, or if you want to relate the call to different lead or contact, use the lookup field to search for a specific record of the chosen object type. For information about using the lookup field, see Salesforce help.

The Related To section also has two parts. Again, the first part is a list of object types. The list contains all standard and custom (for which you track activities) objects that you have access to. The second part is a Salesforce Standard Lookup field. This field contains the name of any record (other than a lead or contact) already related to the call, if available. If the call isn't related to a record (other than a lead or contact), or if you want to relate the call to a different record, use the lookup field to search for a specific record of the chosen object type. For information about using the lookup field, see Salesforce help.

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If you only have access to one object type in either of the lists, the list part does not appear. The lookup field is still available, but searches only the records of the object type that you have access to.

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 Relating a call to multiple records (no leads)

If you open a record not related to the call during the call, a button appears under the Name and Related To fields. Click the Link call to name button to relate the call to the current record. The Name field or the Related To field is updated according to the object type of the record.

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Salesforce Classic

Relating a call to multiple records (no links)

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Salesforce Lightning Experience

Relating a call to multiple records (no links) (Lightning)

If you want to remove the relationship between the current call and either or both of the related records, delete the value or values in the Name and Related To fields.

If not enabled for your account, and if you are using Salesforce Classic, you can only link the call to one related record. By default the call is linked to the record that Salesforce pops.

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When you are finished click Save.

  • If collapsing of the notes for Salesforce Classic is disabled for your account:

When you

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click Save, the button is temporarily disabled and is re-enabled when your changes have been saved. Additionally, depending on your configuration, your changes might appear in the Chatter feed within the Salesforce object.

  • If collapsing of the notes for Salesforce Classic is enabled for your account:

When you click Save, the button is disabled and the notes and the additional fields area is collapsed. To show it again click Expand. Additionally, depending on your configuration, your changes might appear in the Chatter feed within the Salesforce object.

For information how to configure collapsing notes see Configuring collapsing of the Log a Call area.

At the end of the call the details appear in the Call Notes section of the task record. You can access task records in the Activity History (in Salesforce Classic) or Past Activity (in Salesforce Lightning Experience) of the Salesforce object to which the task relates or by using a report.

Add call notes

Saving notes with stale data

Depending on the configuration of your account, when you click Save, the following message may appear:

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Click Save Anyway or Reload:

  • If you click Save Anyway, the latest call information (including Name and Related To values) is loaded from the database, and your notes and additional field data are saved for your latest call. The Log a Call area refreshes and the your notes and new linking information appear. You will want to use this option most of the time.

  • If you clicks Reload, you will lose your notes and disposition codes, and the latest call information is loaded from the database. If you have saved notes or disposition codes, or both, for your latest call on another tab, these appear. You should click Reload only if you are working in multiple tabs and your current tab is not reflecting the latest notes.

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If an agent transfers a call to you, you can add call details in the same way. The details appear in the task record at the end of the call, in a separate section from any notes that the original agent made.