Follow-Up Tasks & Events

while on a call, automatically set up the softphone to create follow up activities after the call ends based on your configuration and user selections, the system can create a follow up task, open or update today’s task, or even create a new calendar event how it works as long as the call is active or not saved, you can tick one of the options tasks and events become active once you click the save button available options option description don't save follow up options are ignored follow up task creates a new task after the call ends follow up task + delete today's task deletes today’s open task if it meets specific criteria follow up task + complete today's task marks today’s open task as completed open today's task opens today’s task for editing instead of creating a new one open latest task (recommended) opens the most recent open task for editing new event creates a calendar event instead of a task ui comparison salesforce lightning salesforce classic options details f ollow up task you need to enable follow up task in call center settings if follow up task is selected a new task window opens after the call ends the user can enter a subject and due date if the call was associated with a related object (e g opportunity, case), it is automatically assigned as the related to in the new task this process results in two activities being created a call activity a follow up task with status not started follow up task + delete today's task you need to enable follow up task + delete today’s task in call center → workflows in addition to creating a follow up task, today’s task is deleted this option is useful when the current task (e g , "call contact") is complete and you want to replace it with a new follow up as such, the task will be deleted only if all criteria are met status open assigned to the current user due today associated with a contact the call was placed from that contact sub type is task (not email, event, or call) follow up task + complete today's task you need to enable follow up task + complete today's task in call center workflows similar to the previous option, except instead of deleting the task, it’s marked as completed uses the same criteria as task deletion allows you to document progress while creating a next step task for a follow up call open today's task you need to enable open today’s task in call center → workflows this option opens today’s task for manual editing the criteria to meet are the same as for the task deletion if no task meets the criteria , a new task is created automatically you can update the subject and due date to reuse the task as a follow up open latest task (recommended default) you need to enable open latest task in call center → workflows opens the most recent open task (regardless of due date) the criteria to meet are the same as for the task deletion if no matching task is found , a new follow up task is created like the previous option, you can change date and subject line and reuse the task new event if selected, a new calendar event is created instead of a task you need to enable new event in call center workflows preselect an option as default you can predefine which follow up action is selected by default to activate this feature, navigate to inbound calls configure default behavior in call center → workflows → incoming call default outbound calls configure default behavior in call center → workflows → outgoing call default copy phone note to follow up task enable this to automatically copy the phone note from the call activity to the follow up task this removes the need to reference the original call activity to find call notes you will need to enable copy phone note to follow up task in call center → workflows special considerations for salesforce classic if you dial from a task and tick follow up task then this task is edited instead of creating a new task if the don’t save option is ticked, all follow up actions are disabled, and no post call tasks or events are created