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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 = Calendar Date of Activity
• Call Object Identifier/CallObject = SFDC Call Center Name
• Call Type/CallType = Transaction Direction: Inbound, Outbound, Internal, etc.
• Call Duration/CallDurationInSeconds = ServicePattern Transaction Talk time (seconds)
• Call Result/CallDisposition = ServicePattern Disposition
• Comments/Description = ServicePattern Notes
• Subject/Subject = ServicePattern Service, format: SFDC Contact or Call Type: ServicePattern Service Name
• Status/Status = Transaction Status: Completed, Delivery Pending, Not Started, etc.
• Custom Field:
  • SPRecordingOrTranscriptURL__c = ServicePattern Interaction Recording URL

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). < Previous | Next >