Sometimes the fields From/To Group is not appropriate for your reporting needs. You might want to filter on users based on their Salesforce team / role / profile / department / or another custom field. To do this, you will need to create a new field on the Call Reporting object. Please follow the steps below:
Creating a New Field
Click the Setup cog in the top right and then go to the 'Object Manager'.
Search for ‘Call Reporting’ and then click ‘Fields & Relationships’.
Step 2. Choose output type
Field Label = "Team”, “User Team”, “Departments” or similar
Field Name = autopopulates
Formula Return Type = Text
Next
Step 3. Enter formula
Formula =
Please note: there are a few options for formulas, please see the section below to decide which formula works best for your organisation.
Example:
IF(TEXT(nbavs__Call_Direction__c)= "Outbound", nbavs__From_AVS_User__r.nbavs__User__r.UserRole.Name ,nbavs__To_AVS_User__r.nbavs__User__r.UserRole.Name)Enter a description or help text if you would like
Leave everything else as default
Next
Step 4. Establish field-level security
Leave as default or change as desired
Next
Step 5. Add to page layouts
We recommend adding to the page layouts but you can choose otherwise.
Save
Writing a Formula
To consider:
You can either lookup via the To/From Natterbox User then go to the To/From SF User then get the field from there OR start with the To/From SF User then get the field from there.
The reason you might go via the Natterbox User is if you are populating the Natterbox User in the policy anywhere, for example using this guide.
For an internal call, do you want the field to populate? If you do, should the team from you rather having the initiating user (From) or receiving user (To)
Please use your knowledge of your own setup to make sure the formula works for your organisation.