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:

  • Avoid duplicating data
  • Reduce database use, saving money
  • Simpler for your users to understand

The cons:

  • You need to modify the page layouts of relevant objects to display the Call as a related list
  • You need to train your users (especially those doing reporting)
  • Reporting on a mix of Calls and Tasks could be difficult

This method will work well for organisations 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:

  • Default Salesforce approach, will integrate with other things using Task Records.

The cons:

  • Information on calls now lives in two places
  • It’s possible for a user to edit a Task Record without updating the Call Record
  • Task Records and Call Record stats will diverge – which is true?

This method will work well for organisations which lack the capability to change their Salesforce org, as the existing Task Record will already be in use.

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

Last updated: Fastcall v6.0.2, 2019-01-09