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How do I add notes, and other call details, while a call is in progress? How do I link the call to one or more related Salesforce records—for example, both a contact and an account?
During an inbound or outbound call and before the next call arrives, you can add a note, and other details, to the task record related to the current or last call. You can also link the task record to one or more related Salesforce records. For information about call logging, see Call logging in task records. During and after the call you can add details from any object with the Log a Call area visible, and after the call you can add details from the Salesforce record or records—Case, Account, Contact, or a custom object—to which the call related, use Log a Call to add notes about the call. Log a Call may appear in the page layout (Classic only) or in the utility bar depending on your configuration.
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| The type of Salesforce object that you can add notes to in this way depends on which objects you have configured. For information on configuring Salesforce objects to accept call notes, see Configuring call logging in task records. |
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 that you want to relate the call to.
Adding notes
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When you have the record open, to add notes, click Log a Call.
Type your notes in the Notes or the Notes or Call Notes field. Depending on the configuration of ContactWorld Vonage in Salesforce, an additional field or fields might appear below or alongside the the Notes field. Provide information in these fields as appropriate. |
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If enabled for Depending on the configuration of your account, or if you are using Salesforce Lightning Experience, you can use the Name and Related To the Name, Related To, or both, fields can appear in the Log a Call area. You can use one or both of these fields to link the call to multiple one or more records. The first record must record—in the Name field—must be a contact or lead. The second record can record—in the Related To field—can be any standard recordrecord of an allowed standard or custom object type, such as an account or opportunity, or custom object record for which you track activities.
The Name section Name section consists of two fieldsparts. The first field part is a list of object types, usually just Lead and Contact. The second field 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 section also has two fieldsparts. Again, the first field part is a list of object types. The list contains either all standard and custom (for which you track activities) objects object types that you have access to. The second field , or an allowed list of object types as configured by your administrator. The second part is a Salesforce Standard Lookup field. This This field contains the name of any record (other than a lead or contact) already related to the call, if available. If 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 use the lookup field to search for a specific record of the chosen object type. For For information about using the lookup field, see see Salesforce help.
If you have access to only one object type in either of the lists, the list fieldpart does not appear. The lookup field is still available, but searches onlystill available, but searches only the records of the object type thattype that you have access to. Column | | ||||||||||||||||||
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When you are finished click Save.
When you clickclick 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.
When you click Save, the button is disabled and the notes and the additional fields area is collapsed. To show it again click Expand, or when a new call arrives, the Log a Call area automatically re-expands. 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 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. Click Save Anyway or Reload:
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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. |
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