From the call report, end users and KAMs can view and complete action items. View the following sections for details:
Viewing Action Items
Action items are sorted and displayed by the item name, in ascending order. The list is refreshed automatically based on the account plan selected, when the call date is changed, or as attendees are added or removed.
When end users or KAMs create a call report, action items display if the accounts on the call are the main account or key stakeholder for an available account plan.
When users select an account plan on the call report, all additional action items for the account plan display. Action items are filtered to only include action items related to the account plan and call attendee accounts.
Action items display based on the following conditions:
- Assignee is empty or is set as the current user
- Status is not Completed
- Start date is empty or is on or before the call date
- Due date is empty or is on or after the call date
Action items in the list display the following information:
- Account name (for action items directly tied to accounts)
- Action item
- Name
- Description
- Due date
- Record name for Account Plan, Account Tactic, Plan Tactic or Custom Object, as defined in the account_plan_object_hierarchy__v Veeva Setting
- Unassigned indicator for action items without an assignee
Completing Action Items
Select an action item to mark it as complete.
Submitting a Call Report with Action Items
Once the call is saved or submitted, the check box for the action item is locked and the fields on completed action items’ records are stamped with the following values:
- action_item_status__v - completed__v
- call__v - Current call’s call ID
- completed_by__v - User’s user ID
- completed_date__v - call_date__v
After a call is saved or submitted, the status of completed action items cannot be changed from the call report. To change the status of completed action items, users must access the action items from another entry point. For example, a user who inadvertently marks an action item as completed and then submits the call report cannot change the action item’s status back to uncompleted from the call report, but they can deselect the completed action item from the corresponding account plan.
Action Items on Group Calls with Unique Activities
For group calls with unique activities, action items display on the call for the associated account. If action items are linked to the business account, they display on the parent call. If action items are linked to an attendee, they display on the child call.
End Users, Key Account Managers
