Using Pre-Call Notes and Next-Call Notes
Pre-Call and Next-Call Notes help remind users of talking points, issues, or questions from their last customer interaction that they may want to cover the next time they visit the account. Users add notes in the Next-Call Notes free text area on the call report. The next time the user creates a call for the same account, the note displays in the Pre-Call Notes field on the call report.
Who can use this feature?
- Browser, iPad, Windows Users
- Users do not require an additional license
- End Users
Configuring Pre-Call and Next-Call Notes for
End Users
To configure this feature:
- Ensure Configuring Call Reporting is complete.
- Navigate to Admin > Users & Groups > Permission Sets.
- Select the appropriate permission set.
- Select the Objects tab.
- Grant Edit permission to the following fields on the call2__v object:
- pre_call_notes__v
- next_call_notes__v
- Navigate to Admin > Configuration > Objects > call2__v > Layouts.
- Add the pre_call_notes__v and next_call_notes__v fields to the appropriate call2__v layouts.
- Mark the pre_call_notes__v field as read-only on the call2__v layout (optional). This prevents users from editing the Pre-Call Notes copied from the last visit's Next-Call Notes.
Using Pre-Call and Next-Call Notes as
End Users
When a user enters Next-Call Notes on an individual call and saves or submits the call report, the notes are saved to the call report. The next time the same user creates a call for the same account, those notes automatically display in the Pre-Call Notes field on the new call report. Pre-Call Notes are populated from the latest saved or submitted call record associated with the account and owner, regardless of the call date or datetime.
When the Pre-Call Notes section is placed in the call header on a Unique Activities group call, Pre-Call Notes are populated based on the most recent Next-Call Notes for the business account on the parent call report. If the Pre-Call Notes section is placed in the Attendee-Specific Fields or Unique Person Fields sections, Pre-Call Notes display on attendees' individual call report pages and are populated based on the most recent Next-Call Notes for each attendee account on the call. Similarly, Next-Call Notes captured on a Unique Activities Group Call or on a regular Group Call are recorded on the attendees' individual call report pages. If the user later creates a call report for one of the attendees on the call, the Next-Call Notes are automatically displayed in the Pre-Call Notes field on the new call report, as they are for individual calls.
Approved Notes can be used to monitor content in the Pre-Call and Next-Call Notes fields. For more information on using Approved Notes, see Configuring Approved Notes.
Viewing Pre-Call and Next-Call Notes
In addition to displaying on the call report, Pre-Call Notes display in Agenda View in My Schedule. Pre-Call and Next-Call Notes are also displayed in the Calls related list on the Account Detail page, so users can view the notes while planning and preparing for calls.
