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Convert call to case

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Posted on by Josvds

I'm looking for a way to optimize the convert step between a phone call and a case. So the original one has a couple of questions which I don't use but ok, but it also uses the `from` as the account for a new case. But we now always provide the `from` with the `contact` and the `regarding` filled in with the `account`.

I already found these articles

But I would like to make sure that the fields are correct before the user is redirected. Now I can't set the fields or the fields are not updated before the user enters this page. Any idea how I could resolve this?

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Josvds 38 on at

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RE: Convert call to case

Yes, thats exacly what we would like to have. Because how we experience it:

A person calls (John Do) with his mobile phone for the company (Nexxt), they are having a request for something new.

Once I create a Sales Opportunity it should automatically take over this information from the call.

But as I understand you should fill `Caller From` with the `Account` and not the `Contact`.

This way the `Account` is correctly taken over, but then we still have to enter the contact person manually.

Isn't there another way of building / programming this?
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Nya 29,056 on at

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RE: Convert call to case

Hi,

So what you want to achieve is to fill in the Contact field with the "Call from" or "Call to" field in Phone Call record automatically when it is converted from a phone call, right?

If yes, it cannot be done since the the two fields can be uses or contacts or accounts.

Also the "Call to" field can select multi records as which is shown in the following screenshot.

Neither of them can be used in the workflow or flow assignment steps to the Contact field.
Josvds 38 on at

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RE: Convert call to case

I'm sorry its in dutch but hopefully you will understand.

So first I register a phone call

Then we select "Convert to Case"

We need to fill in this form (where the 'from' is located inside 'customer' while for us we use 'from' as the actual caller so the contact person and the 'regarding' field contains the company itself).

So when pressing 'convert' we get to this screen.

So I would like to find a solution to convert a case with filling the `contact` and `customer` field from the correct source fields.
Nya 29,056 on at

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RE: Convert call to case

Hi,

Sorry but I cannot understand you well.

Could you please explain what you mean by "redirect"?

Maybe you could attach some screenshots about it.