Adding the Log a Call action to a page layout in Salesforce Classic

During a call agents can add notes and other information about the call. Vonage Contact Center 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.

Progress

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.

Because quick actions appear in the Chatter feed, to use the Log a Call quick action, you must enable Chatter in your Salesforce org. You must also enable feed tracking for all the objects that you want to display the Log a Call quick action. For information about enabling feed tracking, see Salesforce help.

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.