To configure this feature:

1. Ensure Configuring Call Reporting is complete and the following conditions are met:
   • The call_channel__v field is not used in field dependencies
   • The call_channel__v and call_channel_formula__v fields are not placed on call2__v layouts
   • The call_channel__v field on the call2__v object is not required at the field level (the Display as Required check box is not selected for the field) or through Layout Rules

2. Navigate to Admin > Users & Groups > Permission Sets.

3. Select the appropriate permission set.

4. Select the Objects tab.

5. Grant Read field permission to the call_channel_formula__v field on the call2__v object.

6. Ensure users have at least Read field permission for all fields to be referenced in the call_channel_formula__v field.

7. Navigate to Admin > Configuration > Objects > call2__v > Object Types.

8. Ensure the call_channel_formula__v field is enabled for all object types on the call2__v object.

9. Populate the call_channel_formula__v formula expression:
   • Select the Fields tab
   • Select the call_channel_formula__v field
   • Select Edit
   • Populate the call_channel_formula__v formula expression with a formula reading from the appropriate fields. The formula must resolve to one of the following standard call_channel__v options:
     
     • email__v
     • face_to_face__v
     • message__v
     • other__v
     • phone__v
     • video__v

References to other formula fields from the call_channel_formula__v field are not supported. For example, if the formula exceeds a field character limit, the formula cannot be split into multiple other formulas referenced in the call_channel_formula__v field.

Do not reference fields populated by workflows in the call_channel_formula__v field. Since workflows are only executed after users sync, referencing fields populated by workflows may cause the call_channel__v field to resolve to different values for users on mobile devices.

Call Channel Formula Examples

An existing customer_channel_field__c picklist with eight options could be matched to the standard call_channel__v field as follows:

customer_channel_field__c Value	Corresponding call_channel__v Name
Face to Face	face_to_face__v
Electronic Mail	email__v
Webex	video__v
Teams	video__v
Engage	video__v
Zoom	video__v
Fax	other__v
Traditional Mail	other__v

To set the call_channel__v field based on the customer_channel_field__c picklist option users select, enter the following in the call_channel_formula__v field:

CASE(customer_channel_field__c,"face_to_face__c", "face_to_face__v","electronic_mail__c", "email__v","webex__c", "video__v","teams__c", "video__v","engage__c", "video__v","zoom__c", "video__v","fax__v", "other__v","traditional_mail__c", "other__v","other__v")

Alternatively, the call_channel__v field could be set based on the object type for the call report:

Object Type	Corresponding call_channel__v Name
callreport__v	face_to_face__v
engage_connect__v	video__v

To set the call_channel__v field based on the call object type, enter the following in the call_channel_formula__v field:

CASE(object_type__vr.name__v,"callreport__v", "face_to_face__v", "engage_connect__v","video__v", "other__v")

If the formula resolves to a value not included in the standard call channel picklist options, auto-population does not occur and the call channel is not set. An error displays when users attempt to submit the call report. An admin user must correct the formula before the call report can be submitted.

When users save or submit a call report, the call_channel__v field is updated automatically based on users’ selections for the fields referenced in the call_channel_formula__v formula field, for example, Customer Channel Field. On saved or submitted call reports, the Channel selector displays the formula results as read-only.