Logging calls, events and tasks in Practifi

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This article is about logging your phone calls, events and ad-hoc tasks - ones not related to a Process - from within the main Practifi app directly. There's a number of places these can be logged and some things to keep in mind as you do so, all of which is detailed below.

Where to find them

Global actions

Accessed from the mceclip1.png menu in the global navigation bar at the top of the page, the Log a Call, New Event & New Task actions use pop-up forms overlaid on the app, allowing you to complete it while continuing to use your app, minimise and maximise them, and even keep multiple forms open at once:

  • Tasks created using global actions cannot be made into recurring tasks. Use the New Task button if you wish to create a recurring task.

Record page

Activities section

This page section - found on all households, organizations and individuals - includes the activity publisher for logging new activities, as well as a timeline of what's already been logged.

  • When leaving comments on tasks and calls, access Quick Text using the mceclip3.png button to create your own predefined text templates for call notes, task instructions and more, including support for merge fields. Learn more from Salesforce about this feature.

Processes & Tasks menu (Tasks only)

The New Task button in this menu provides access to the complete field layout for task records, as opposed to the simplified layout found in the global action and Activities section, including all the fields used for linking tasks to other records (see below).

Importantly, this allows users to make use of the recurring tasks feature, which allows repetitive tasks to be automatically created. Learn more from Salesforce about this feature.

Calendar (Events only)

The New Event button here functions similarly to the New Task button, in that it surfaces the complete field layout. Much like tasks this also includes fields for linking to other objects, however recurring events are not supported.

Things to know

This section contains additional information you should know about when creating activities.

Task subjects

When entering a subject for a new task, a set of options appears below the input box. These are only suggestions - you can enter whatever task subject you like - but getting in the habit of using these where possible will save you a lot of typing in the long run.

 Configuring options

System administrators can easily add and remove options from this list in the same way they can for other picklists or drop-down menus in Practifi, but they must be the same for every user.

Linking to other records

Two fields - Name and Related To - are used across calls, events and tasks to relate those records to households, organizations, individuals and other records in Practifi. These are supported by multiple object-specific lookup fields, such as Related Service, which also provide connections between activities and other records. All fields are optional, but required in order to see activities on record pages for clients, prospects and in various other places within Practifi.

There's some considerations to keep in mind when completing these fields:

  • The Name field is used to link activities to one or more individuals.
    • Search results and values seen in this field come from the Contact object, rather than the Entity object used in other lookup fields. This is a standard behaviour of the Salesforce platform.
    • Because individuals are Person Accounts - a Salesforce feature that combines a Contact and an Entity (our renamed Account object) into one record - the contacts visible when searching in the Name field will correspond with individuals you've created.
  • The Related To field is used to link activities to one record, which could come from one of multiple objects. Choose which object to search in the input box by using the object selector mceclip6.png on the left. The field can be linked to:
    • an individual's parent household or organization (if applicable).
      • Select "Entities" from the object selector to link these records.
      • Remember that because individuals are Person Accounts, they'll appear in the Entity search results as well.
        • If you use this field to link to an individual, and that individual is a member of a household or organization, then upon saving the activity, the Related To field's value will be replaced by that individual's parent household/organization, and the link to the individual will be stored in the Name field.
    • to another of their related records: an asset, deal, liability, process, or service.
      • Upon saving the activity, the Related To field's value will be replaced by that record's parent household, organization or individual, and the link to the original record will be stored in a separate lookup field.
      • Example: When logging a call, I provide a link to one of Dirk Feldman's assets in the Related To field because we talked about that portfolio during the call. Once I submit the form and save the record, the linked asset can be seen in the Related Asset/Liability field on the record page, and the Related To field contains a link to Dirk himself.
    • records related to firm-level activity such as campaigns or financial products.
      • Because the Related To field cannot support multiple values, activities cannot be linked to campaigns or financial products at the same time as they're linked to households or organizations.
      • They can however be linked to individuals at the same time using the Name field.
  • The related lookup fields - Asset/Liability, Entity, Division, Process and Service - each capture links to records from the objects they're named after.
    • These fields aren't available while logging activities, but values provided in the Related To field (see above) can cause one of these to be automatically populated when the activity is created.
    • Multiple lookups can be populated per record, but each can only contain one record link.

Due to these considerations, we recommend some approaches below to use when completing the Name and Related To fields. When logging an activity...

  • For an individual only, link them using either Name or Related To.
  • For an individual and a related record, link the individual using Name, and the related record using Related To.
  • For a household/organization only, link them using Related To.
  • For a household/organization and a member of that group, link the household/organization using Related To, and the group member using Name.
  • For a household/organization and a related record, link the related record using Related To, and the household/organization will be supplied automatically after the record is saved.
  • For a household/organization, a member of that group and a related record, link the related record using Related To, and the group member using Name. The household/organization will be supplied automatically after the record is saved.
  • For multiple records related to a household/organization/individual, link the related record using Related To, and the household/organization will be supplied automatically after the record is saved. Manually add additional related records using the relevant Related lookup fields.
  • For a campaign/financial product only, link them using Related To.
  • For a campaign/financial product and an individual, link the campaign/financial product using Related To, and the individual using Name.
  • For a campaign/financial product and a household/organization, this is currently unsupported. Use multiple activities to achieve this.
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