_ExcerptTasks

Owned by Helen Griffith
Last updated: Feb 28, 2023

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

Task records provide an audit trail for each inbound or outbound call. In most circumstances, Vonage Contact Center (VCC) automatically creates a task record in Salesforce for every interaction handled by an agent. VCC 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, VCC doesn't create a new task for the call. Instead VCC updates the existing task record with call information and marks the task as complete.

VCC saves notes relating to an interaction at the start of the next interaction.

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.

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