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            Take Notes on a Call

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            Take Notes on a Call

            Record the call’s outcome and take notes about the call so it’s easy for other reps to get up to speed in case the customer calls back.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To answer and make calls and view Voice records: Contact Center Agent permission set
            1. On a Voice Call record, go to the Call Notes section.
            2. In the Call Resolution field, select the answer that best describes the call’s outcome. The available choices depend on what your Salesforce admin has configured.
            3. In the Description field, jot down information about the call.
            4. Click Save.

            See Also

             
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            Salesforce Help | Article