During a call agents can add notes and other information about the call. ContactWorld saves this information in the task record created at the end of a call. The agent adds the information in the Log a Call area within the Salesforce record that is open at the time of the call. For information about adding information in the Log a Call area, see Logging a call during the call.
This feature is available if enabled for your account.
Before an agent can use the Log a Call area, you must add the Log a Call action to the page layout of the relevant Salesforce object or objects. You can add the Log a Call action to contacts, accounts, leads, custom objects, and so on.
- Configuring page layouts for adding and displaying call notes in Salesforce Classic
- Configuring a Log a Call console component for adding and displaying call notes in Salesforce Classic
- Configuring adding and displaying call notes in Lightning Experience
- Customizing the Log a Call area
- Hiding fields for relating calls to objects
- Enabling an agent to relate a call to multiple records
- Restricting which object types agents can relate calls to
- Populating the Due Date field on task records
- Configuring collapsing of the Log a Call area
- Saving Log a Call notes in task records
- Setting Log a Call to automatically link the call to the record in focus
To add call notes to a contact page layout, perform the following steps:
- Go to the Administration Setup Page in Salesforce.
- On the left-hand side of the Salesforce window, in the App Setup or Build section, expand Customize and then Contacts.
- In the expanded list of items, click Page Layouts. Contact Page Layout appears.
- Locate the page layout that you want to add the Log a Call action to and click Edit alongside. The page layout appears in edit mode.
In the top section, click Quick Actions. The available quick actions appear.
Drag the NVM Log a Call action down to the Quick Actions in the Salesforce Classic Publisher area.
Salesforce provides a standard Log a Call action. To remove this action from the Publisher area, drag the action up to the Quick Actions area.
- Click Save. The contact page layout is saved. When you open a Contact record, the Log a Call action appears in the publisher actions area.
Agents can now log a call in contact records. For information about logging calls, see Logging a call during the call.
To add a Log a Call action to a different Salesforce object page layout, perform the same steps as for the contact page layout for the required object. You can alternatively add the Log a Call action to a global publisher layout. The action will then appear on all objects which use the global publisher layout.