This unit will take you through the configuration of call results in the Fastcall settings interface.
Introduction
Call results are set at the end of a call and can optionally be required to end the call. The result tells people what happened on the call, and is, therefore, something that needs customizing to your specific business process.
Managing Call Results
Call Results are found under Fastcall Settings > Logging > Results > Call Results. On this tab, you can set what the possible results are.
You can modify the possible call results by related Salesforce Object. In each tab, you can filter by:
- Call direction (inbound/outbound)
- Tag
Salesforce Object
You can optionally select a Salesforce Object and modify the list of results available for calls relating to that Object only. Results in this list can modify a single field on the Object – for example, you could change the State of an Opportunity when a particular result is selected, or update a Lead from New to Contacted.
Call Result Field Update
Fastcall can update fields on the Object using the Call Result. For example, if a Lead Status = New, you can update Lead Status to Contacted after a call (using Call Result).
The field update can be disabled if this blocks the user from also editing the record at the same time. With this field update, Fastcall is updating the related object. The user cannot edit the object at the same time. You will find additional information in the prior unit.
Automatic Call Results
Fastcall can apply results automatically based on call duration. If you choose not to require call results – or do not want your users to set a call result, you can use the call duration to set a value.
Call Results Settings
There are two settings that can be changed if you do not wish to use results as part of your business process:
- Require Call Result to Close Task Record – turn this off if results are optional in your business process
- Show Call Result in the Widget – this hides the Widget pane with Call Results, turn this off if results are not used at all in your business process
Last updated: Fastcall v8.2.8, 2023-09-06