CRM Help

Logging Calls

The Log a Call functionality helps you to register the inbound calls (received from leads and customers) and outbound calls (dialed to leads and customers) with call details such as call duration, date and time of calls, notes, etc. Users who frequently make calls or receive calls in an organization can make use of this functionality in Zoho CRM.

For example customer support executives can log calls and identify the time spent on each call and keep track of the average time spent in calls on a monthly basis. On the other hand, the Sales and Marketing Executives can keep track of all the calls they make to their prospects. The call details can be further used to generate reports on billing details, average time spent on calls, number of calls per day, etc.

Availability

Profile Permission Required: Access to the Activities Tab that includes View, Create, Edit and Delete permissions.

Benefits

  • Helps identify typical questions asked by users
  • Keep track of all the customer calls for future reference.

Log a Current Call

To log a current call

  1. In the Activities module, click New Call.
    You can also add call details from within a record by clicking the Log a Call link in the Open Activities related list.
  2. In the Log a Call page, do the following:
    You cannot add custom fields in the Log a Call page. However, you can customize the existing fields using page layout customization.
    • Specify the Subject of the call.
    • Select the Call Type as Inbound or Outbound.
    • Select the purpose of the call from the Call Purpose drop-down list.
    • Specify the Contact/Lead name from whom the call came or to whom the call is made.
    • In case of a call from/to a contact, select the Related To record, if required.
    • In the Call Details section, click Current Call.
      By default, Current Call is selected.
    • Click Start.
      The call timer indicates the duration of the current call.
    • Click Stop when the call is completed.
      The Call Start Time and Call Duration are automatically updated.
    • Specify Description and Call Result.
  3. Click Save to save the current call.
  4. Click Save & Create Follow-up Task to save and create a follow-up task.

Note

  • The Related To field will be available only if you are calling a Contact.
  • The user who logs a call is the Call Owner and you cannot change the owner of the call.
  • The details of the call will be available in the Activities tab.

Log a Completed Call

To log a completed call

  1. In the Activities module, click New Call.
    You can also add call details from within a record by clicking the Log a Call link in the Open Activitiesrelated list.
    • Specify the Subject of the call.
    • Select the Call Type as Inbound or Outbound.
    • Select the purpose of the call from the Call Purpose drop-down list.
    • Specify the Contact/Lead name from whom the call came or to whom the call is made.
    • In case of a call from/to a contact, select the Related To record, if required.
    • In the Call Details section, click Completed Call/Schedule Call.
      By default, Current Call is selected.
    • Enter the Call Duration of the call in minutes and seconds.
    • Specify Description and Call Result.
  2. Click Save, or click Save & Create Follow-up Task to save and create a follow-up task.

Note

  • The Related To field will be available only if you are calling a Contact.
  • The details of the call will be available in the Activities tab.
  • You can mark the Call Duration and Call Start Time fields as non-mandatory.
  • Once the call is marked as completed, you will not be able to edit the record entry.

Schedule a Call

Schedule calls in Zoho CRM that can be taken up by users later. Each call that is scheduled has three option in the details page.

  • Mark as Completed - The calls that you mark as completed will be moved to the Closed Activities Related List in the associated record.
  • Reschedule Call - At times when you are not able to stick to the scheduled call, you can reschedule it for later.
  • Cancel Call - You can also cancel a call whenever necessary.

These options are available in the call's details page, list views, related lists, reminders and calendar.

To schedule a call

  1. In the Activities module, click New Call.
    You can also add call details from within a record by clicking the Log a Call link in the Open Activitiesrelated list.
    • Specify the Subject of the call.
    • Select the Call Type as Inbound or Outbound.
    • Select the purpose of the call from the Call Purpose drop-down list.
    • Specify the Contact/Lead name from whom the call came or to whom the call is made.
    • In case of a call from/to a contact, select the Related To record, if required.
    • In the Call Details section, click Schedule Call.
      On selecting Schedule Call, you will have the option to assign the call to a user.
    • Select the Call Owner from the lookup.
    • Specify Description and Call Result.
    • Select a Reminder option from the drop-down list.
  2. Click Save.

Associate calls with CRM records

To associate calls with CRM records

  1. Click the Leads or Contacts tab.
  2. Select the record for which you want to log a call.
  3. In the [Record] Details page, the existing call details, if any, are displayed.
    • Click Subject, Activity Type, Status, Due Date or Owner Name links to sort the display order of the records.
    • Click the Edit or Del link to modify or delete the call details respectively.
  4. Click the Log a Call link.
  5. In the Log a Call page, enter the call related details.
  6. Click Save, or click Save & Create Follow-up Task to save and create a follow-up task.

Top

Spread the Word

© 2016, ZOHO Corp. | Support: +1 888-900-9646 | Sales: +1 877 834 4428,