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. ContactWorld saves these notes in the call's task record at the end of the call. For more information on adding notes during a call, see Logging a call during the call.
In addition to the free-text 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.
If you are using Salesforce Classic, the fields can be of any data type other than Picklist (Multi-Select).
If you are using Salesforce Lightning, the fields must be of Checkbox data type.
The following images show examples of these fields:
Checkbox
Picklist
Date
Multiple fields
The values that the last agent to handle the call provides in the fields are saved in the task record when the call ends. The agent can also change and save the values later.
To add fields to the Log a Call area, perform the following tasks:
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.
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 A Call Additional Fields field in custom settings data. For information about editing custom settings, see Configuring custom settings for optional ContactWorld features in Salesforce.
If you are using Salesforce Lightning and add a field of data type other than Checkbox, an empty space appears for the field.
API field names
When you create a custom field, Salesforce gives the field a unique API name. Use the API name to include the field in the Log a Call area. For more information about API names, see Salesforce help.