_ExcerptPoppingRelatedObjects
- Helen Griffith
used in Creating a single Dial List (first-come, first-served), Creating a single Dial List (record ownership), Creating multiple individual Dial Lists for agents
Popping related records
When you are creating a new Dial List, if enabled for your account, you may select an alternative (related) record to pop. You may want to pop a related record if the agent using the Dial List will need information on the related record when handling the call.
Related records appear at the bottom of the Record to pop field.
Popped records and tasks
When you choose to pop a related record, Connect relates the task relating to the call to the popped record rather than the focus record. For more information, see Dial Lists and related records.
Next contact time
Connect always sets the next contact time on the focus record AND always relates the task to the popped record. When you configure your Dial Lists to pop related records, the focus record and the popped record are not the same and the task record has no link to the focus record. This link is required if you want to update the value of next contact time on the focus record at a later time.
To provide that link, you must specify a lookup field on the task record. This field will lookup and save the focus record's ID; the focus record's ID provides a link from the task record to the focus record. This link ensures that next contact time will work as intended.
For general assistance, please contact Customer Support.
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