_ExcerptTasks

Used in Call logging in task records and Adding an Activities tab

When you have installed ContactWorld into Salesforce and linked your ContactWorld account with Salesforce, in most circumstances, ContactWorld automatically creates a task record in Salesforce for every interaction handled by an agent. For information about linking ContactWorld and Salesforce, see Linking ContactWorld to a Salesforce account. ContactWorld assigns the task to the agent who last dealt with the interaction, and relates the task to the record representing the customer in Salesforce.

If you make a call using Click to dial from a task record or use Connect to make a call to a Dial Entry based on a task, no new task is created at the end of the call. Instead the existing task record is updated with call information and is marked as Completed. For information about task-based Dial Lists, see Task-based Dial Lists.

Task records provide an audit trail for each inbound or outbound call. You can locate tasks in the following places:

• In the Activity History (Salesforce Classic) or Past Activity (Salesforce Lightning Experience) sections in Contact, Leads, Accounts, Opportunities, and so on, as configured for your org.
• In call center reports that use task records to show agent and team activity. For information about creating reports, see Running Salesforce call center reports.
• In the Tasks tab (available in apps in Salesforce Lightning Experience).
• In an Activities tab (in Salesforce Classic) that displays all task records. For information about creating an Activities tab, see Adding an Activities tab.