Phone call is not adding to account

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Posted on by New Crm learner

Hi all,

I am having a activities and case subgrid in the Account entity. when i try to create a phone call and convert to case , phone call and case are not setting to that particular account.

What I observed is when I initially create the phone call from account regarding field is prepopulated with Account name and later when I convert to case it is setting up with some phone call subject name.

If the phone call and case are not in that particular account after creating will create aproblem to our business.

Please advise any solutions.

Thanks

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PS 23,577 on at

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RE: Phone call is not adding to account

Hi Sam,

1. This is by design and as expected-

You are creating a phone call, from an account. By default Regarding field is Account Name but as soon as you convert it to a Case, regarding changes itself to the case title. Since the regarding of phone call is changed, this phone call will no longer be visible under subgrid 'Activties Regarding'

Ask your users, do they really need this subgrid coz the same work can be done via 'Social Pane', you can default it to activities and the UI is much better compare to a subgrid

This is a social Pane

Why I am suggesting you to keep using Social Pane because, even if the regarding of Phone call is now case, Phone call would be visible on both Account's & Case's social pane, like this:

Why case is not visible on Account form, this is because when you click on 'convert to case', under the customer field on pop up, you have selected a contact and not account.

Although if you refresh your account, you must be able to see cases of contacts as well. But I would say, since you have accounts in the system, select an account in the highlighted field below:

Do u want to customize it?
New Crm learner on at

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RE: Phone call is not adding to account

Mark,

Please correct me if I am wrong.

Our business would like to see all the calls and cases to that Particular account from the Account Subgrids itself. (We are having Case and Activities Subgrid on Account)

But While converting to a case it is changing the regarding field and not saving the Phone call in that particular account and even the Case.

Please suggest if I follow the steps will I be able to see in the Subgrids both the Phone call and Case once created.

Thanks
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TheMarkChristie 10,328 on at

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RE: Phone call is not adding to account

Ok

So it is set the call regarding the case now and clearing the link to the account - This is normal behaviour in CRM - As a business would it be better to have the call against the case or customer?

If it is better against the customer then you can write a workflow that on conversion will write the regarding to another field and then copy it back

So

1) Create new field on activity call (First Set Regarding and have it as lookup to Account)

2) Create a workflow that on change of the Set Regarding it will copy to the new field

3) On status change have another workflow to write the new field back to set regarding
New Crm learner on at

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RE: Phone call is not adding to account

Hi Mark,

I have set to show the view to All activities but the same problem

Initially when I create the Phone call, regarding field is set to the Account name, when I convert to case that regarding field is automatically changing to the Phone call Subject.

I am not sure why this is changing automatically.
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TheMarkChristie 10,328 on at

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RE: Phone call is not adding to account

Hi Sam

I think your view only shows Activie activities - I would check to make sure that there is no filter to hide any that are closed

When you convert the call to a case it will close of the call as complete
New Crm learner on at

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RE: Phone call is not adding to account

Hi Prashanth,

Please find below screenshots

Phone call got disappeared fro the Activties subgrid,

And the Case that got created is also not in the Account (Case subgrid)

Please suggest a solution for this.

Thanks
PS 23,577 on at

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RE: Phone call is not adding to account

Please paste screenshots here, it is working fine for me. Also explain the steps u r following to do it