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Unit – Logging – Choosing between Task Records or Call Records

The Fastcall data model gives you a lot of flexibility as a Salesforce admin, but without clear guidance, it could be confusing for your users. You should make a decision early in your Fastcall deployment as to how you want to store and view call records in Salesforce. There’s a whole training module on setting up logging in Fastcall, including a unit dedicated to explaining the data model. You should review that before making a decision as to how to store and view call records.

Once you’ve done that, your options are:

Call Records only

This is probably the best way of doing it

You can turn off the creation of Task Records, and just create Call (and Connection Attempt, Connection, Voicemail) Records. The pros are:

  • Calls are reported on their own custom object vs the shared Task object
  • No limits on Custom fields
  • More detailed reporting

The cons:

  • You need to modify the page layouts of relevant objects to display the Call as a related list
  • Existing reports may use the Salesforce Task

This method will work well for organizations where you have the capability to make configuration changes to your Salesforce org and communicate them to your users.

Call Records and Task Records

This is the default setting

Alternatively, you can continue to create Task Records. The Call Record is still created ‘behind the scenes’, and can still be used for reporting etc. The pros are:

  • The default Salesforce approach will integrate with other things using Task Records.

The cons:

  • Information on calls now lives in two places

If you’re uncertain as to which method is best for your organization, please contact Fastcall support.

Last updated: Fastcall v6.0.2, 2019-05-14

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