Associating Save for Later CLM Activity with Calls in Lightning

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To allow customers to accurately report on CLM activity during calls, users can associate unassigned Save for Later presentations with new calls, including group calls, group calls with unique activities, and calls with child accounts enabled.

For example, Sarah Jones presents CLM content to Dr. Clinton Ackerman during an impromptu call and the activity is tracked as an unassigned Save for Later presentation. After the call, Sarah views the unassociated CLM activity in Lightning and converts it into a new call for Dr. Ackerman’s account.

Configuring Associating Save for Later CLM Activity with Calls in Lightning

To enable associating unassigned presentations with calls:

  1. Navigate to the Multichannel_Activity_vod object.
  2. Select Page Layouts.
  3. Select the appropriate page layout.
  4. Add the Convert to Call (Convert_to_Call_Detail_vod) custom button to the page layout.
  5. Select Save.

Associating Save for Later CLM Activity with Calls in Lightning

To associate the activity with a new call in Lightning:

  1. Navigate to the Multichannel Activities tab.
  2. Select the appropriate Multichannel_Activity_vod record.
  3. Select the More Actions drop-down menu.

  4. Select Convert to Call.

  5. Select the appropriate account.

  6. Select the appropriate call record type:
    • Person Call – The selected account must be a person account. If child accounts are enabled, select the Location for the call.
    • Group Call – The selected account must be a business account and unique activities are not configured
    • Person with Attendees – The selected account must be a person account. Add attendees using the Select Attendees button.
    • Unique Activities – The selected account must be a business account and unique activities must be configured. Child accounts can be enabled. Add attendees using the Select Attendees button.
  7. Select Save.

After the user saves the call, the following actions occur automatically:

  • A Call2_vod record is created for the call
  • The appropriate Call2_Detail_vod and Call2_Key_Message_vod records are created
  • The Call2_vod field on each record is stamped with the ID for the new call
  • The original Multichannel_Activity_vod record is updated with the following information:
  • The Call_vod field is stamped with the ID for the new call
  • The Saved_for_Later_vod = False