Targets Do Not Enter the Expected Track or Follow the Expected Branch After a Call Is Logged in Sales Engagement

To ensure targets follow the correct path, configure Call Results and Call Result Values correctly and validate third-party dialer support if applicable.

Define Call Results and Call Result Values

1. Navigate to Setup → Log a Call.
2. Review and update Call Result Values (picklist values) as needed.
3. Go to Setup → Sales Engagement Settings → Call → Cadence Call Settings.
4. Enable Define Custom Call Results if required.
5. Map Call Result Values (right side) to Call Result categories (left side).
6. Ensure values match exactly with those defined in Log a Call.
7. Save changes.

• Call Result categories are used for branching and track entry.
• Call Result Values are the selectable options during call logging.

Example configuration

1. Add “Wrong Region” as a Call Result Value in Log a Call.
2. Navigate to Sales Engagement Settings → Call → Cadence Call Settings.
3. Map “Wrong Region” to the Unqualified category.
4. In a Sales Cadence:
   • Add a Call Result step branching on Unqualified, or
   • Configure a Track Entry Rule for Unqualified.

Result: When “Wrong Region” is selected, the target follows the configured branch or track.

Using third-party dialers

• Only supported integrations can control cadence progression and branching.
• Verify the dialer supports Sales Engagement.
• If not supported, enable:
  Setup → Sales Engagement Settings → Call → Cadence Call Settings → Always Show Salesforce Log a Call Window

Configure Call Results for supported third-party dialers

1. Navigate to Setup → Sales Engagement Settings → Call → Cadence Call Settings.
2. Enable Define Custom Call Results if needed.
3. Map Call Result Values to categories.
4. Save and validate behavior through the dialer.