Find out how Tenfold logs Salesforce calls
Calls which are logged
Tenfold logs all calls automatically in Salesforce when:
a call matches a single record in Salesforce
a call matches multiple records and the user selects a record using the Floating UI
a call matches no records but the user finds or creates one using the Floating UI
Calls which are not logged
Even if a call is a multi-match or a no-match case and the user does not select a record to associate, the call will be shown in the Tenfold Analytics:
internal calls (unless configured to be) will not be logged anywhere
for transfer calls (for most phone systems) log only the last leg
ringgroup and queue calls (for most phone systems) which are answered by someone else are logged only to that person
missed calls are always logged in tenfold analytics but not pushed to Salesforce
Example of a logged call:
Data which is logged
Tenfold logs call data to a Task (Activity) record. we update the following fields in Salesforce:
Link Data
Assigned To: set to the person who logged the call
Created By: initially set to the tenfold SF user
Lead Owner: set to the person who logged the call
Last Modified By: initially set to the tenfold SF user
Related to Name: the record which was selected in the Floating UI
Related to Account: the name (if applicable) of the parent account
Meta Data
Date Time: date and time of the call
Last Modified Date/Time: date and time of the call unless updated after the call
Due Date: date of the call
Type: this is always set to “call”
Call Type: direction of the call “Inbound” or “Outbound”
Status: always set to completed
Call Data
Subject: first 60 characters of comments -or- “Inbound Call” -or- “Outbound Call”
Comments: “–Auto Created by Tenfold” -or- call notes as entered in Floating UI
Call Duration: time from call start to call end (includes ringing)
Phone: phone number on the call
Call Inbound Extension: only used if your plan includes and you have enabled Inbound Number (Campaign) Tracking
If your organization is on a plan that includes Dispositions, Tenfold call logging can update values on any of your custom picklist fields!