How to deal with calls, tasks & notes
A call is a phone call, either inbound or outbound, in the past or in the future.
A task is something that has been done or needs to be done.
A note is a general comment that is not related to any particular activity. Just a thought or a bit of information that has been collected along the way.
For sales advisors, since they are most likely to be working on some opportunity anyway, activities can best be logged / scheduled at opportunity level as well, so they are immediately in the right context. If you are working on an activity that is related to something else (a family, a contact, a ticket, whatever), then please log this activity at that level in stead. The closer you are from the stuff you are working one, the more those activities will be meaningfull.
Some important best practices
- Notes are NOT for reporting activities. Please use a completed task or completed call instead !
- Follow-up activities are counted in some rollup fields at contact and opportunity level. Those fields are used to keep an eye on the customer journey and to prevent opportunities and contacts from falling off the boat. Another good reason to log and schedule your activities using meetings, calls and tasks, rather than notes !
- A follow-up call due in the future... is a task, unless you agree on a precise date and time (in wich case it is a meeting). I know, it's a bit counter-intuitive, although it makes perfect sense.
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