Track Updates with Call Reports

A call report is a central place for salespeople to capture what happened in a sales activity, make related changes, and track key updates. Call reports can boost salespeople's productivity by saving time, increasing visibility into their business, and selling more in less time.

A call report is a type of activity like tasks and appointments. You can create call reports for scheduled appointments or ad hoc call reports from the Activities tab. Each scheduled appointment can have multiple call reports, created by different salespeople. The call reports for an appointment are listed in and viewed from that appointment. Salespeople can also create ad hoc call reports to report sales activities that aren't scheduled on their calendar.

Note: The administrator must use Application Composer to enable the Create Call Reports button on the Activities tab, the Activities list, and the Tasks tab.

Call reports record a snapshot of the outcome of the sales activity and key changes, including:

• Outcome summary, meeting minutes, complete objectives, attendees, attachments, notes, and so forth.

• Related objects, such as appointments, accounts, opportunities, and leads

Appointment resources and others who have access to an appointment can create a call report from it. Multiple call reports can be created from one appointment.

Add and Remove Objectives

Appointment objectives are copied over to the call report by default. You can add additional objectives, or remove existing ones.

To add objectives, you can either select them from a predefined list or type free text to add new ones. Predefined objectives include:

• Demo product

• Determine next steps

• Discuss proposal

• Identify stakeholders

• Review RFP or RFI (Review Request for Proposal or Request for Information)

You can check an objective in a call report to mark it as complete, or deselect it to mark it incomplete. Objectives copied over from the appointment or added by user are deselected by default.

Appointment Contacts and Resources

Appointment contacts and resources are copied to the call report. You can add or remove contacts and resources. You can also check or deselect a contact or resource's attendance status to indicate whether he or she attended the meeting.

• Contacts that are defaulted from the appointment are marked as attendees by default.

• Resources that are defaulted from the appointment are marked as attendees by default if the resource's response in the appointment isn't Declined.

• Resources and contacts that aren't defaulted from the appointment and added by the user are marked as attendees by default.

Appointment Outcome

You can select an appointment outcome from a list of predefined values. Your sales administrator can add or remove values from this list as needed. Default values are:

• Call answered

• Call transferred

• Captured issue

• Failed

• Left message

• Not available

• Provided information

• Successful

• Incomplete

• At risk

• Customer undecided

Attachments and Notes

You can add attachments to a call report in the same way that you add them to other objects.

Anyone who has access to the call report can create notes on it. Call reports support both internal and external notes. You can use external notes to share with external contacts.

Any user who can view the call report can see non-private notes, but only the note creator can see private notes.

Call Report Security

Call reports include a Private setting, which determines who can view it:

• If the call report is set to Private, then only the call report resources can view it.

• If the call report isn't set to private, then anyone who can view the related appointment can view the call report.