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Customizing SFDC Activity Objects

The Salesforce Activity History is a list of associated tasks or the history of activities that have been carried out on that object. For example, the activity history section on a contact record may contain a list of actions the sales rep has taken in working that lead -- emails sent, calls made, etc. In addition to the pre-defined Activity History Objects, these fields can also be extended with customized activities to track against objects.

To customize an Activity Object follow these steps:

Step 1. Use Customize > Activities > Activity Custom Fields to create custom fields.

Add a new field, set the label name and assign the field name.

Upon saving a new custom field, SFDC will automatically add suffix “__c” to it. In order to supply interaction data to this field, use the field name including suffix “__c” in ServicePattern scenario block Attached Data.

EXAMPLE: to populate Custom Activity field XXXX it is required to have a Scenario Block Attached Data XXXX__c

Sample of the predefined Recording URL (Custom Activity Field), note the naming convention:

Activity Field data may be updated via the Attached Data block in a Scenario referencing the Activity Field API Name.

Note: To populate regular (not custom) Activity Fields with any data from the scenario, just use the field name without the “__c” suffix

Step 2. Use Customize > Activities > Task Page Layouts to create or modify page layouts to include new custom fields.

Add a new field by dragging and dropping the new field into the Task Page Layout. Modify the layout as required. Then save the new layout.

Predefined fields include (Label/Field Name = Parameter):

• Due Date/ActivityDate = interaction start time
• Call Object Identifier/CallObject = global interaction identifier
• Call Type/CallType = interaction type: Inbound, Outbound, or Internal
• Call Duration/CallDurationInSeconds = interaction duration (talk + hold time) in seconds
• Call Result/CallDisposition = interaction disposition, if available
• Comments/Description = interaction notes entered by the agent, if any
• Subject/Subject = service associated with the interaction, format: SFDC object type: service name
• Status/Status = status: Completed, Delivery Pending, Not Started, etc.
• SPRecordingOrTranscriptURL__c (note that this is a custom field) = interaction recording URL; clicking this URL will open the Interaction Records Search Results page of the Contact Center Administrator application with the record that has the recording/transcript of this interaction

Note that the activity history is added to the last record the agent had open on his desktop while finishing the call (or the related after-call work).

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