Follow-Up Task

You can automatically create a follow-up task, open today's task or create a new event once the phone call is over and the user clicks on the button Save.

As long as the call is active or not saved, you can tick one of the options.



Once the call is over and you click on the button: Save, a New Task Window appears. Just add the Subject and Due Date

If a related object like an opportunity or case is assigned in the task, it is automatically inserted in the follow-up task as Related To.

There have been 2 activities created

•An activity from type call is created

•A second activity from type task and status Not Started is created



Configuration required: Follow-up task in Call Center Configuration

If you select: Follow-up task + delete today's task then additionally a today's task is deleted which meets the following criteria:

•Task status must be open

•Task must be assigned to the Salesforce user who is doing the call

•Task must be from today (Due Date)

•Only if a contact is assigned

•The call was made from this contact

•Task Sub-Type is task (e.g. no task from type e-mail, event or call would be deleted)

This option makes sense to automatically delete the task from today to call the contact and create a new task for a follow-up call.

Configuration required: Follow-up task + delete today's task in Call Center - Workflows

If you select: Follow-up task + complete today's task then additionally a today's task is set to completed.

The criteria to meet are the same like for the task deletion.

This option makes sense to automatically set the task from today to completed to document what was done and create a new task for a follow-up call.

Configuration required: Follow-up task + complete today's task in Call Center - Workflows

If ticked, it will show today's, open task. The criteria to meet are the same like for the task deletion.

This option allows you to just change date and subject line. This will create the next open task based on this task.

Note: If no task meets the criteria, then a new follow-up task is generated.

Configuration required: Open today's task in Call Center - Workflows

If ticked, it will show the latest open (=newest open) task. The criteria to meet are the same like for the task deletion.

This option allows you to just change date and subject line. This will create the next open task based on this task.

Note: If no task meets the criteria, then a new follow-up task is generated.

Configuration required: Open latest task in Call Center - Workflows

If ticked, a new event is created.

Configuration required: New Event in Call Center - Workflows

You can preselect an option for each phone call and using different default values for in- or outbound calls

Configuration required: Incoming call - default in Call Center - Workflows

Configuration required: Outgoing call - default in Call Center - Workflows

The phone note can be copied to the follow-up task. This makes it obsolete to open the last phone call activity as by default the phone note is stored only there.

Configuration required: Copy phone note to Follow-up task in in Call Center - Workflows

If you dial from a task and you tick Follow-up task then this task is edited instead of creating a new task}