Salesforce User Guide - Logging Calls

Overview

This guide explains how and why to log a call in Salesforce. Logging a call records the activity conducted on an account so there is a clear, traceable history of what happened between you and the client. This history supports Code of Conduct requirements and helps anyone reviewing the account understand what was discussed.

Who This Is For: Everybody - All Reps and Coaches.

System(s) Required: Salesforce.

Before You Begin

Determine where to log the call before you begin:

• Account Record - use this if the client has not yet committed to a sale.
• Opportunity Record - use this if a sale has already been made, or is far enough along that you are logging what happened in relation to that specific opportunity.

The steps to log a call are the same on both the Account record and the Opportunity record.

Step-by-Step Instructions

Step 1: Open the Activity Tab

On the Account record or Opportunity record, click the Activity tab.

Step 2: Click Log a Call

Click the phone book icon with a receiver in the middle of the Activity tab. This opens a pop-up window where you will enter the call details.

Note: Always use Log a Call for logging activity. Log Activity is not currently used.

Step 3: Complete the Subject Line

The subject line has a character limit, so be specific but brief. Use the who, what, when, where, why, and how format, and abbreviate where possible. Include the following details:

• Which interaction this is with the client (for example, 1st for first interaction)
• What actually happened on the call, such as LVM (left voicemail), sent an email, or sent a text message - only note the methods that actually occurred
• Where the client came from (for example, product lead list or event grad)
• What you are calling the client about (for example, coaching or Business Mastery)

Example subject line: 1st, LVM/Thanks for email, event grad, BM, see details.

Step 4: Add Comments

If you have additional details to note, add "see details" to the subject line so the next person knows to open the entry. Then, enter the specifics in the Comments box, such as what the client requested and any relevant details discussed.

Example comment: Client called three days ago and wanted BM for himself and his company, a group of 15 reps wanting to attend.

Step 5: Save the Entry

Click Save at the bottom of the pop-up. The entry will now appear in the Activity section of the record, showing the subject line and any linked comments.

Step 6: Log a Call on the Opportunity

Logging a call on the Opportunity works the same way. Open the Opportunity record, go to the Activity section, and click Log a Call. This tags the entry to the Opportunity so the next person reviewing the account knows the call relates to that specific opportunity.

Best Practices

Keep the following in mind when logging calls:

• Log a call every time you interact with the client or anything noteworthy occurs regarding the client.
• Only log what actually happened - do not note a voicemail, email, or text if it was not actually sent.
• Always specify what you intend to talk to the client about so the interaction is traceable and measurable.
• Use "see details" in the subject line whenever you leave additional comments, so the next person knows to open the entry.
• Always use Log a Call, not Log Activity, for consistency across the team.

For questions or technical support, please submit a ticket through Zendesk and select Business Operations.