![]() You can manually create a task record to log a call from various Salesforce records, including Leads, Contacts, and Accounts. Task record in Salesforce Lightning Experienceįor a full list of fields on a task record, see Task record fields. For information about adding information to tasks, see Logging a call during the call. For information about configuring pages for call notes, see Configuring call logging in task records. If enabled and configured for your account, agents can add information to the task record during the call. This information appears within the relevant event in the Call Notes section. These events appear in the Call Notes section of a task record. VCC logs multiple interaction events-such as the initial delivery of the call to the agent, and the transfer of the call to another agent-that occur during the call. Past Activity in a record in Salesforce Lightning Experience For information about creating an Activities tab, see Adding an Activities tab.Īctivity History in a record in Salesforce Classic In an Activities tab (in Salesforce Classic) that displays all task records.In the Tasks tab (available in apps in Salesforce Lightning Experience).For information about creating reports, see Running Salesforce call center reports. In call center reports that use task records to show agent and team activity.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.You can locate tasks in the following places: ![]() VCC saves notes relating to an interaction at the start of the next interaction. Instead VCC updates the existing task record with call information and marks the task as complete. 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. 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. Task records provide an audit trail for each inbound or outbound call. ![]() How does Vonage Contact Center use task records in Salesforce?
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