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While on a call, an agent can add notes to a task record that represents the call. The agent adds the notes from within an open Salesforce record. Vonage Contact Center saves these notes in the call's task record at the end of the call. For more information on adding notes during a call,
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see Logging a call during the call.
In addition to the free-text
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Notes field, you can add other fields to the Log a Call area. You can add up to six standard task or custom activity fields.
Additional fields can be of the following data types:
- Number
- Checkbox
Text
Note title Long and rich text areas Text and Text Area types are allowed, but Text Area (Long) and Text Area (Rich) are not.
Picklists and Picklist (Multi-Select)
Note title Known limitations in Log a Call in Lightning Experience - We do not support Picklist (Multi-Select) fields in Log a Call in Lightning Experience.
- Values in Picklist fields in Log a Call cannot be restricted due to a Salesforce Lightning Experience limitation.
- Date and Date/Time
- Dependent picklists
To override the default
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subject of 'Outbound call to xxxxx' or 'Inbound call from xxxxx', add a Subject field to the Log a Call area.
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The
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The following images show examples of these fields:
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Ensure that the standard task or custom activity fields are set up correctly. For information about fields, see Salesforce help. To see a list of available task record fields, see Task record fields.
Note Setting up the fields correctly includes: - Defining the field as required at the object level, if you want to ensure that a custom field is required in the Log a Call area. Defining the field as required in a page layout only affects the properties of the field in that page layout. For more information about required fields in Salesforce, see Salesforce help.
- Defining the Field-Level Security settings for the field or fields to enable the agents to view and edit the fields as appropriate. For information about setting Field-Level Security, see Salesforce help.
- Add up to six names (not field labels) of standard fields or API names of custom fields, separated by commas with no spaces, to the Log the Log A Call Additional Fields field Fields field in custom settings data. For information about editing custom settings, see see Configuring custom settings for optional Vonage Contact Center features in Salesforce.
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