Overview:
The page layout of the default record type of call in the user's profile is not displayed when recording a call in CRM. Instead, another page layout is displayed.
Root Cause:
- The user sets allowed call record types in the Veeva Setting (or Veeva Message) - ALLOWED_CALL_RECORD_TYPES. However, the default record type of call in the user's profile is not on the list.
- The user defines the default call record type by account record type, populates the DEFAULT_CALL_RECORD_TYPE Veeva Message. This default overrides the call record type determined by the user's profile assignment.
Solution:
- Add the default record type of call in the user's profile to the Veeva Setting (or Veeva Message) - ALLOWED_CALL_RECORD_TYPES
- Adjust the DEFAULT_CALL_RECORD_TYPE Veeva Message if needed.
Related Documentation:
CRM Help Documentation: