Unable to Choose Custom Phone Call Form When Adding a Call in an Account or Case

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Hello,

We have customized versions of the phone call form that aren't available when adding a call from within an account or within a case when using the unified interface.

How do I make the customized forms available when a phone call is added using the "+" in the command bar or in the Timeline?

Thanks,

Beth

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Niktia Polyakov Mic... on at

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Is that a custom activity type or a custom form?

Check if either has Enabled for Mobile check box set to [Yes]

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Henry J. 5,237 on at

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Hi Beth,

I understand that you have created a new "Quick Create Form" for the Phone Call entity, but that it doesn't show when adding a Phone Call record from the Timeline of an Account.

A few things that you should check:

That you have published your form's customization.

The "Quick Create" form order to make sure your new form is at the top of the list.

That your Unified Interface app references the Phone Call entity and that the new form is included in the list of Quick Create forms that are enabled in the app for that entity.

Henry

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Community Member on at

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Nikita,

Thanks for responding.

These are forms built under the web client on the phone call entity.

The phone call entity has been enabled for mobile.

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Community Member on at

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Hi Henry,

Ahh. . .The solution seems to be that I have to make a new Quick Create form. My custom forms are main forms.

I'll try that.

Thanks!

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Community Member on at

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Well, that didn't work. I created custom Quick Create forms but there's no drop-down offered. Only the original form is available.

I also wasn't able to add notes to the forms.

How do I get around this? Our customer service and implementation teams capture data for phone call disposition reporting and sometimes add attachments and additional notes.

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Henry J. 5,237 on at

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Quick Create forms only display for the creation experience, so only when click "+" from the timeline or from the main "+" Quick Create button in the top bar.

Only "Main" type of forms show up in the drop-down of available forms (provided they have been added to your app).

Regarding your point on notes, they can't be added to Quick Create forms, as the record needs to be created before you can add notes and attachments to it.

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Community Member on at

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OK.

So they'll have to change their process a little since the main forms are available when the record is created.

Thanks, Henry!

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