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Using Salesforce Relate To

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Salesforce "Relate To" allows agents to relate calls to standard objects. If this feature is set up, a “Relate To” widget or notification will appear to the agent, providing options to relate a call to an object.

The following functionalities are available with the "Relate To" feature:

Search Bar

Last Viewed Records

Pending Call Records List

 

Search Bar

The search bar allows the user to search for and select objects to relate to.

Note: The search bar is disabled by default. Please refer to the article Enabling and Configuring Salesforce Relate To to reveal this feature.

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When you select an object, it will appear beneath the search bar. You can click the x next to the selected objects to remove them if needed.

Once all desired records are selected, you can click the Relate button to finalize the call’s relationship to these objects.

 

Supported Relationships

By default, the search bar lists all records that are linked directly or indirectly to the caller’s number.

Different objects can link in different ways to the same number. In other words, each object has its own way to relate to the far-end's phone.

For example, a case can link to a number through its contact. This algorithm ignores secondary accounts (when the Salesforce multiple accounts feature is enabled).

 

Enabled Object

Relation Possibility

Details

Required configurations

Account

Account ↔ far-end

The account links to the far-end through the Phone field.

--

Account ↔ Contact ↔ far-end

The account links to the contact through the contact's Account Name field.

The contact links to the far-end through the Phone field.

--

Case

Case ↔ Contact ↔ far-end

The case links to the contact through the case's Contact Name field.

The contact links to the far-end through the Phone field.

Relate call to Case through contacts

or Relate call to Case through accounts and contacts.

Case ↔ Account ↔ far-end

The case links to the account through the case's Account Name field.

The account links to the far-end through the Phone field.

Relate call to Case through accounts

or Relate call to Case through accounts and contacts.

Case ↔ Account ↔ Contact ↔ far-end

The case links to the account through the case's Account Name field.

The account links to the contact through the contact's Account Name field.

The contact links to the far-end through the Phone field.

Relate call to Case through contacts

or Relate call to Case through accounts and contacts.

Contact

Contact ↔ far-end

The contact links to the far-end through the Phone field.

--

Lead

Lead ↔ far-end

The lead links to the far-end through the Phone field.

--

 

 

Opportunity

 

 

 

 

 

Opportunity ↔ Account ↔ far-end

The opportunity links to the account through the opportunity's Account Name field.

The account links to the far-end through the Phone field

Relate call to Opportunity through accounts

or Relate call to Opportunity through accounts and contacts.

Opportunity ↔ Account ↔ Contact ↔ far-end

The opportunity links to the account through the opportunity's Account Name field.

The account links to the contact through the contact's Account Name field.

The contact links to the far-end through the Phone field

Relate call to Opportunity through contacts

or Relate call to Opportunity through accounts and contacts.

 

Last Viewed Records

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If "Last Viewed Records" is set to “Extended Last Viewed Records”, the user can look through and select the last eight viewed records. The refresh icon will update this list if newer results are available.

 

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Otherwise, if "Last Viewed Records" is set to “Last Viewed Record”, only the last record will be displayed.

In either case, clicking the Relate button will proceed to relate the call to all selected records.

Note: Users with the Standard User Salesforce Profile by default, will not be able to see the “Relate To” widget pop nor the “Related Calls” related list. In order to achieve this, they must be assigned TDActivityAccountRelations, TDActivityCaseRelations, TDActivityContactRelations and TDActivityOpportunityRelations Read permissions, and PushTopic Read permissions, at the profile level.

 

 

Pending Call Records List

The pending records list allows the agents to resolve unrelated records from previous calls.

Note: The pending records list is disabled by default. Please check the article Enabling and Configuring Salesforce Relate To to learn how to enable this functionality.

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When the option to resolve pending records is enabled, and there are pending calls to be related, the landing page of the “Relate To” widget displays a list of these records under the section “Pending Relate To’s” [1].

 

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If there are not unrelated call records, the default widget’s landing page shows up with the message “No records to relate” [2].

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Click on a pending record [3] to access the standard objects to relate to that call record. You can choose one of the following options:

  • Relate the record to one of the objects, by selecting it and clicking on Relate [4].
  • Dismiss any relation to that record by clicking on Dismiss [5].
  • Not to relate for now and return to the previous view of the “Pending Relate To’s” list by clicking on the back button [6].

 

Note: By default, when the “Last Viewed Records” option is enabled, it will show the last viewed records of the agent in that current moment. This means that, if the “relate to” is performed right after the call has ended, the records that are shown will be the most recent ones for that moment and, in the case of “Pending Relate To’s”, these records will refer to the moment in which the action is being performed.

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