Salesforce "Relate to" allows agents to relate calls to standard objects. When the feature is set up, a Relate To widget or notification appears to the agent which provides options to relate a call to an object.
These features are available with the "Relate to" functionality.
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.
When you select an object, it appears beneath the search bar. You can click the selected objects’ corresponding x to remove them if needed.
Once all desired records are selected, you can click Relate 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 call’s number.
Different objects can link in different ways to the same number. In other words, each different 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
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.
Otherwise, if "Last Viewed Records" is set to “Last Viewed Record”, only the last record will be displayed.
In either case, clicking Relate 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.