thealb | 2019-12-19 21:44:06 UTC | #1
Issue: Embedded Client shows "unable to save interaction log" when trying to update Salesforce "task" records.
We are using the "Enable Auto Association on Navigation" setting in the call center settings. This is documented here: Configure call center settings
There are occasions where the agent will navigate to Salesforce records that are not allowed to be associated with a Task (call log). This is what is causing us to get the error. This error is causing us to lose call data on the Salesforce call log record. For example, there is no call duration, wrap-up code, etc.
Is there a way to keep the Embedded client from allowing the selection of an invalid object type related to the call? Ideally, I think the embedded client would simply ignore records that are not allowed on call logs. The list of allowable object types can be obtained via apex: Task.WhatId.getDescribe().getReferenceTo() Since the references are checked by salesforce very early in the insert/update process, we are unable to fix these records with a trigger.
Thanks!
Chris
Richard.Schott | 2019-12-20 17:00:30 UTC | #2
Your suggestion is certainly something we can take a look at. In the meantime, the relationships can be manually overridden in the call log view. You can also look into allowing the activity to be associated to the objects that are causing an error: https://developer.salesforce.com/forums?id=906F00000008mUUIAY:
Out of curiosity, which records are you navigating to that aren't allowing you to save a call log?
thealb | 2019-12-20 18:58:20 UTC | #3
Thanks for answering so quickly Richard. We have a few custom objects that the call agent uses while servicing the customer on the call. If the call ends while they are looking at the records in those objects, the call log would be associated to that custom object instead of the primary object (Case or Contract). From a call log usage perspective (reporting, etc.), this is a big problem for case/contract analysis. The option to manually override the relations in the call log view is a solution we've discussed. Since it adds more to the agent, we've placed this pretty far down the list of solutions. Unfortunately, this might be our only option left.
Thanks!
Chris
system | 2020-01-20 18:57:30 UTC | #4
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