Adding Notes/Visits as Communication
It would be beneficial to run Days Since Last Communication with Notes and Visits as a form of communication; if a phone call/text/email is not logged our reps used the Notes to log calls.
Currently there is no way to look a quick overview with the Notes in regards to multiple accounts. We are aware of the Days Since Last Visit filter but it would make sense to have an aggregate communication list to overview.
Can you tell me more about why your team uses Notes to Log Calls in Sell instead of manually logging them as a Call? Is it because you want to use the Note Tagging feature that is currently only available on Notes and not on Calls/Texts/Emails?
We are currently working hard to get Sell data into Zendesk's Explore reporting tool, so I expect your custom reporting requests to be solved with the work we're doing in that project, but would love to understand your request more. I don't expect us to include Notes in the Communication field since most Notes don't represent a client communication, so it'd be great to understand more deeply what outcome you need to achieve.
The issue we have is that we cannot add a call in on a past date. If a call is made from outside the application you can "add" a call but the date cannot be changed to reflect when the actual call was made. I see your point of not adding in the notes, so if it was possible to log a call and select the date of the call it would be beneficial.
Got it -- the main request is for the ability to backdate/edit a call's date in Sell. We'll track this request and see if it's an important enhancement for others as well. There's always a balance between letting people backdate and activity reporting/validity.
I agree that backdating calls is important too. Few reps use ZDS on mobile and may not catch up with their data recording until days after occurrence to mark visits, calls, and other activities. Then if they are looking for something by calendar date, it's wrong. Or if they communicate with a client and look at activity history to say when it happened, it's wrong again.
But, as for considering Notes communication, I think the issue for us is that there isn't a subject for the Note. I can't search the content of notes to make a report, they're all just notes. I compare this to the SFDC "log a call" option, which is log an action (which might be a call or something else). When logging (as in a note), the inability to set the subject puts all notes on equal terms. Yes, I can tag notes, but again, that's only visible within a single lead/contact. What if the activity I want to log in Notes is automated, like a specific brochure download. It's not really what a Note is in Sell, but there's no other place to record it. And then there's no way to label it outside the body of the note for what it is, other than a tag (again not reportable or smart listable).
Here's a common scenario for us. We exhibit at a lot of trade events. One of our partners hosts 4-5 events a year and we go to all of them. The source of a lead is the name of the partner. Which events they attended go into Notes because I can't have 5 sources if the lead attends 5 events and visits our booth at each event. Because notes aren't communication, and our salesperson doesn't visit the lead, where does the activity go? Is it a completed Task? Is it a Visit? Is it a tagged Note? Is it a Call?
I think this thread started by trying to figure out what makes it possible to report or track activity, and it's complicated by that where activity gets logged ends up being Notes for anything that doesn't have another logical place that makes it accessible in a report.
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