During call wrap-up, you might notice that call records do not update in the Salesforce Case or Related Record Feed. This behavior typically occurs due to standard relationship restrictions when linking tasks to both a Lead and a related record simultaneously.
Please note:
Salesforce does not allow a task to be simultaneously associated with a Lead and another object.
Problem
Logged inbound and outbound calls do not display in the Related Record feed, even when a User selects the Person (WhoId) as a Lead Record and the Related To (WhatId) as a Case record.
Cause
In standard Salesforce, a Task’s WhoId (the “Name/Person” field) cannot be associated with a Lead while its WhatId (the “Related To” field) is associated with a Case or Account. This issue usually happens when the Lead object is added to the Query Label Map (QLM) section of the Call Center Configuration or the Routing Policy queries for Record pop-ups-ups, and when 'Split Person & Related To Query Results' is enabled under Lookup Results.
Salesforce Standard Relationship Rules
WhoId (Who the task is with): Can point to either a Lead or a Contact.
WhatId (What the task is about): Can point to objects such as a Case, Account, Opportunity, etc.
Restriction: If the WhoId is a Lead, the WhatId must remain empty. Salesforce does not allow a Task to be simultaneously associated with a Lead (WhoId) and another object (WhatId).
Conversion: Once a Lead is converted into a Contact, the Task can have both a WhoId pointing to the Contact and a WhatId pointing to a Case, Account, etc.
Note:
Once a Lead is converted, the original Lead record usually becomes read-only
Resolution
To resolve this issue, action is required to ensure users correctly select the WhoId and WhatId while logging calls. Below are a few configuration options to prevent this conflict:
Scenario 1: Remove the Lead object from the Query Label Map and use the Contact object for Name/Person (WhoId) records. This will allow users to successfully select both the WhoId and WhatId while submitting wrap-ups.
Scenario 2: Add both Contact and Lead objects in the QLM. This will allow the user to choose a Contact for the WhoId if they need to relate a record (WhatId) for the logged call.
Scenario 3: If keeping only the Lead object for Name/Person (WhoId) in the QLM, you must check the ‘Show None Query Result Option’ query option in the Call Center configuration. This allows users to select the ‘None’ option for the Person if they want to relate the call to a specific related record.
FAQs
Why does selecting a Lead prevent the call from logging to a Case?
Salesforce standard relationship rules dictate that if the Person is a Lead, the Related To field must remain empty.
Can you associate a task with a Contact and a Case at the same time?
Yes. Once a Lead is converted to a Contact, you can associate the task with both the Contact and the Case.
What should you do if the Person field automatically populates with a Lead?
You must change the Person selection to 'None' / Contact if you need to log the call against a specific Case.
How do you log a call to an open Case quickly?
You can use the Link to Current Item option in the wrap-up screen, provided the Person field is not set to a Lead.
Can you customize the Call center configuration to avoid this conflict?
Yes, you can update the Query Label Map to include the Contact object or remove unnecessary objects to better suit your workflow.