Salesforce Interaction Log Layouts is a feature within the Service Console that makes it easy to quickly and accurately record customers interactions by creating a layout of custom fields. It supports customer service agents to create a case (or any other Service request) in the console interface and log interaction details like phone calls, emails or chat conversations. This feature is especially useful in contact centers, where agents need a quick and easy way to write down how each customer interaction went down.
Creating Custom Interacting logs
In our previous Salesforce Tutorial we have learned about How to enable development mode in salesforce.com. In this Salesforce Training Tutorial we are going to learn about Creating custom interacting logs in salesforce.com on primary tabs.
What are interacting Logs in Salesforce.com ?
Interacting log layouts are used to add notes and description to records on primary tabs. Ex :- contacts, Accounts.
- Interacting log layouts are available for accounts, contacts, cases, opportunities and so on.
- Interacting logs are not available for reports, dashboards, Visualforce pages, management tabs etc.
Creating Custom Interacting logs
To create custom interacting logs layout in salesforce go to setup.
Now go to build=>Create=>Interacting log layouts.
Click on Interacting log layouts as shown above.
Select new button to create new interacting log layout.
Above screenshot is the page for creating custom interacting log layouts. To add notes to records enter all the details as shown below.
- Enter the name.
- Enter your description notes for records in Enter your notes here section.
- Select priority as normal, medium, high.
- Enter due date.
- In subject we have five fields they are call, Email, Send Letter, Send Quote and Other. We can select any of the subject from the above five.
- Select the fields that are to be displayed in log layout. Move fields from available to Selection using arrows.
Assigning Interacting log layouts.
To assign interacting log layouts select log layout assignment.
Click on log layout assignment.
Select the log layout to each profile and select Save.