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!