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| − | <translate>= How to Customize an Activity Object =
| + | #REDIRECT [[5.3:Sfdc-integration-guide/Tutorials/CustomizingSFDCActivityObjects]] |
| − | Salesforce.com (SFDC) activity history is a list of associated tasks or the history of activities that have been carried out on an object. For example, the activity history section on a contact record may contain a list of actions that the sales rep has taken in working that lead, such as emails sent, calls made, and so forth. In addition to the predefined activity history objects, these fields can be extended with customized activities to track against objects.
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| − | == Procedure ==
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| − | The following instructions will show you how to create a custom activity field in SFDC, update the field using Bright Pattern's Attached Data scenario block, and update regular fields using Attached Data.
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| − | These steps are done in Salesforce Classic view.
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| − | === Step 1: Create custom fields for an object ===
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| − | # In Salesforce.com, click '''Setup'''.<br /><br />
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| − | # In the ''Build'' section, click '''Customize > Activities'''. Make sure you click just the “Activities” link--don’t click the drop-down beneath “Activities”.<br /><br />[[File:SFDC-Build-Activities-53.PNG|thumb|800px|center]]<br /><br />
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| − | # On the ''Activities'' page, click '''Add a custom field to activities'''.<br /><br />
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| − | # On the ''Activity Fields'' page, you can see all the custom fields you already have. Click '''New''' to add a new one.<br /><br />[[File:SFDC-Activity-Fields-b-53.png|thumb|800px|center]]<br /><br />
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| − | # On the ''New Custom Fields'' page, select the data type of the custom field and then click '''Next'''. For this example, we select data type '''Text'''.<br /><br />[[File:SFDC-Data-Type-53.PNG|thumb|800px|center]]<br /><br />
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| − | # On the ''New Custom Field'' page, specify:<br /><br />
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| − | ## '''Field Label''' - The label for the field (e.g., “Priority”)<br /><br />
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| − | ## '''Length''' - The number of allowable characters (e.g., “20”)<br /><br />
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| − | ## '''Field Name''' - The name of the field in lowercase with underscores to separate words (e.g., “priority_status”; will be shown on the Activity fields page)<br /><br />
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| − | ## '''The other settings are optional.<br /><br />[[File:SFDC-Custom-Field-53.PNG|thumb|800px|center]]<br /><br />
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| − | # Click '''Next''' and you will be asked to establish field-level security. This is optional. Click '''Next''' again.<br /><br />
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| − | # You will be asked to add the custom field to page layouts. Select the layouts where you want the new custom field to appear. Later, you can go to ''Customize > Activities > Task Page Layouts'' to modify page layouts. Click '''Next''' again and '''Save'''.<br /><br />[[File:SFDC-Add-Page-Layouts-53.PNG|thumb|800px|center]]<br /><br />
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| − | # You will see that the custom field has been added to the ''Activity Custom Fields'' page. The '''API Name''' is the actual custom field name that you will put in the Attached Data scenario block (see steps below). Copy the '''API Name''' of your custom field.<br /><br />[[File:SFDC-Activity-Custom-List-53.PNG|thumb|800px|center]]<br /><br />
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| − | Now that you have a custom activity field, you are able to update that field using Bright Pattern Contact Center. Activity Field data may be updated via the [[scenario-builder-reference-guide/AttachedData|Attached Data]] block in a scenario.
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| − | === Step 2: Update custom field data using Attached Data scenario block ===
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| − | Once you have a custom field in Salesforce, you can use the Attached Data block to update it.
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| − | # In the Contact Center Administrator application, locate your Salesforce scenario and click '''Edit''' to open it in the Scenario Builder application.<br /><br />
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| − | # For a voice scenario, add the Attached Data block at any point before the Connect Call block. For a chat scenario, add the Attached Data block at any point before the Connect Chat block. If you don’t know where to place it, put it at the very top of the scenario.<br /><br />[[File:SFDC-Attached-Data-add-53.PNG|thumb|800px|center]]<br /><br /> | |
| − | # Update properties and click '''add a data item''':<br /><br />
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| − | ## '''Title text''' - The name of the block (e.g., “Update SFDC Activity”)<br /><br />
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| − | ## '''Name''' - The “API Name” of your custom field that you created in Salesforce (e.g., "account_test__c"). Note that upon saving a new custom field, SFDC automatically adds suffix “__c” to it. In order to supply interaction data to this field, use the field name, including suffix “__c” in the [[scenario-builder-reference-guide/AttachedData|Attached Data]] scenario block. For example, to populate Custom Activity field '''account_test''', it is required to have the scenario block Attached Data specify key '''account_test__c'''.<br /><br />
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| − | ## '''Value''' - The value (string or variable) of the field (e.g., “12345” or "$(varname.property)").<br /><br />[[File:Attached-Data-b-53.PNG|thumb|800px|center]]<br /><br />
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| − | # Note that multiple data items may be added. Save the scenario.<br /><br />
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| − | You can test whether it works by logging a call and viewing the case in Salesforce. You should see the custom field with the specified value.
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| − | === Step 3: Update other activity field data using Attached Data (optional) ===
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| − | To populate regular (not custom) ''Activity Fields'' with any data from the scenario, simply follow step 2 instructions with one exception: use the field name without the “__c” suffix.
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| − | For example: "account_test", not "account_test__c".
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| − | === Predefined Fields ===
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| − | The following is a list of predefined fields (''Label/Field Name = Parameter'') in SFDC:
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| − | * '''Due Date/ActivityDate''' - Interaction start time
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| − | * '''Call Object Identifier/CallObject''' - [[reporting-reference-guide/GlobalInteractionIdentifier|Global interaction identifier]]
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| − | * '''Call Type/CallType''' - Interaction type: ''Inbound'', ''Outbound'', or ''Internal''
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| − | * '''Call Duration/CallDurationInSeconds''' - Interaction duration (talk + hold time) in seconds
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| − | * '''Call Result/CallDisposition''' - Interaction [[contact-center-administrator-guide/DispositionsTab|disposition]], if available
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| − | * '''Comments/Description''' - Interaction [[agent-guide/HowtoEnterDispositionsandNotes|notes]] entered by the agent, if any
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| − | * '''Subject/Subject''' - [[contact-center-administrator-guide/ServicesandCampaignsOverview|Service]] associated with the interaction, in format: ''SFDC object type: service name''
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| − | * '''Status/Status''' - Status: ''Completed'', ''Delivery Pending'', ''Not Started'', etc.
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| − | * '''SPRecordingOrTranscriptURL__c''' (note that this is a custom field) - Interaction recording URL; clicking this URL will open the [[reporting-reference-guide/InteractionRecordsSearch|Interaction Records Search Results]] page of the Contact Center Administrator application with the record that has the recording/transcript of this interaction
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| − | === Notes ===
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| − | Activity history is added to the last record that the agent had open on the Agent Desktop while finishing the call (or the related after-call work).
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| − | </translate>
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