Logging Unmatched Calls to CRM

 

Overview

Tenfold allows you to log calls that unmatched to your CRM with the Log Unmatched Calls to CRM feature. Unmatched calls include both no-matches and multi-matches. You can designate a contact that to associate the unmatched calls to. This can be useful when you want to keep logs of all the calls to the CRM that may have been missed. This article will cover the steps to set up this feature.  

 

Steps

  1. Create a Designated Contact
  2. Create a Custom Field in the CRM
  3. Configure the Feature in Tenfold

 

Create a Designated Contact

You will need a Contact, Lead, or Account to associate unmatched calls in your CRM. You can designate a contact that already exists or you can create a new one and name it something such as “Unmatched Calls.”

 

Create a Custom Activity Field in the CRM

Create a custom field in your Activity module to store the phone number of the call. You may want to name it something such as Tenfold_Phone. You will also need the API name of the field. It may be the name of the field followed by two underscores and a lowercase c. Ex: Tenfold_Phone__c

 

Configure the Feature in Tenfold

A Tenfold admin will need to the navigate to the features tab in the Tenfold Dashboard.

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Then, navigate to the “Log Unmatched Calls to CRM” feature on the left hand side

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If the feature is not Enabled in the upper right-hand side, click on the Disabled button to switch the feature on.

You will have the option to check the feature that you want to enable now. You can have calls logged for No-Matches, Multi-Matches, or both.
Once you check one of boxes, you will need to provide the CRM Id of the contact or account you want to save the unmatched calls to. This Id can be found by navigating to the contact in your CRM. It should be the last set of letters and numbers in the URL. Copy and Paste this to the CRM Id field.

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You will then need to Specify the CRM module type of the contact/lead you want to the calls associated to.

You can have both no-match and multi-match calls be associated to the same CRM contact or two different ones.
At the bottom of the screen you will need to enter the name of the Activity field you want to store the phone number of the matched call. This is the API name of custom field created in your CRM Activities.

Click on the “Save” button at the bottom of the page. Your unmatched calls will now be saved to the specified accounts and the number will be stored in the specified field in the activity. The activity will not be saved right away. Tenfold has scheduled services that will match the calls to the specified contacts/accounts a few times every hour.

Questions? Feel free to reach out to our support team here

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