This chapter provides an overview of call reports in PeopleSoft CRM and discusses how to:
Add call reports.
Add related objects to the call report.
Sales call reports document a contact event such as a meeting, demonstration, or phone call. They are always produced after the event and are follow-up memos documenting the attendees, what took place during the event, and any follow-up tasks.
You can view or add call reports directly to a company, consumer, contact, lead, opportunity, or task from the Call Reports tab on these components. When you add a call report to a lead, opportunity, or task, the call report is linked to the customer for the lead, opportunity, or task.
You can view call reports for a customer or contact from the Call Reports tab on the Customer 360-Degree View page or access call reports directly from the left hand navigation. If you have licensed PeopleSoft CRM Portal Pack, you can view your own call reports in the My Call Reports pagelet that you can add to your home page by using the Personalize link.
The Call Report component is enabled for the Service Oriented Architecture (SOA), which enables you to call the Call Report web service to create, retrieve, and update call reports from both PeopleSoft and external systems.
See Oracle's PeopleSoft CRM Portal Pack Preface.
This section lists the pages used to access call reports and discusses how to add call reports.
Page Name |
Definition Name |
Navigation |
Usage |
Call Report Details |
RD_CALL_REPORT |
|
Add, search, or update a call report. Note. You can also navigate to the Call Report Details page from the Call Reports page in the Company, Person, Partner Company, Lead, or Opportunity components. |
Company - Call Reports Partner Company - Call Reports |
RD_CALLRPT_LST_TXN |
|
View a list of call reports for a company or partner company. |
Person - Call Reports |
RD_PRSN_CALL_RPTS |
Customers CRM, Search Person, Person, Call Reports |
View a list of call reports for a consumer or contact. |
Lead - Call Reports Opportunity - Call Reports |
RSF_CALL_RPTS |
|
View or add call reports on a lead or opportunity. |
RD_CALLRPT_TXNS |
Click the View or Link Related Objects link in the General Information section on the Call Report page or on the Call Report Details page. |
View a list of related objects (companies, leads, opportunities, and partner companies) for the call report or add a related object to the call report. |
Access the Call Report page (Click My Contacts. Select a contact. Then select Add Call Report for Contact(s) in the Action field and click Go).
General Information
Enter information that describes the event.
Event Type |
Select one of these values: Face to Face Meeting, Telephone, or Other. |
View or Link Related Objects |
Click to access the Related Objects for the Call Report page where you can view or add related companies, leads, opportunities, and partner companies. |
Add a Note and Notes Summary
Enter notes and attachments that relate to the event.
See Working with Notes and Attachments.
Contacts
View the list of contacts that attended the event and designate the primary contact.
Email Call Report |
Select one or more contacts and then click this button to email the call report to the selected contacts. Note. You must save a call report before you can email it. |
Add Contacts
You can add CRM contacts, if necessary, to this call report by entering first and last names. If CDH integration is enabled, the duplicate prevention logic is triggered when you click the Select button. If it finds duplicate entries that resemble the contact you are about to add, you can either select an existing match from the list that returns, or choose to create a new person record in CDM using Quick Create.
Follow Up Tasks
View the list of tasks associated with the event. When you create a follow up task for a call report, its contacts are assigned as the contacts for the task by default.
Add Follow-Up Task |
Click to access the Task Details page. |
See Working with Tasks.
Access the Call Report Details - Related Objects for the Call Report page (click the View or Link Related Objects link in the General Information section on the Call Report page or on the Call Report Details page).
Select a related object; either Company, Lead, Opportunity, or Partner. The field to the right changes based on your selection. Select the related object. Click the Add Related Object button.
Click the Return to Call Report Details link to go back to the Call Report Details page.