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How to Utilize Different Customer Channel Fields for Different User Groups to Auto-Populate the Call Channel in CRM?

  • Updated

 

How To:

Different user groups within an org may utilize different Page Layouts or different Customer Channel fields for Calls, and it may be desired to Auto-Populate the Call Channel based on different Customer Channel fields.

Instructions:

Please ensure that all users utilizing the Call_Channel_Formula_vod field have at least Read FLS to all fields referenced within Call_Channel_Formula_vod, even if the given field is not utilized by that user's group.

 

"If" statements can be utilized to select the appropriate Call Channel based on what field is populated. Please refer to the below template as an example:

 

If (!ISBLANK(TEXT(Customer_Channel_ONE__c)),
CASE (Customer_Channel_ONE__c,
"Customer Picklist Value", "Face_to_face_vod",
"Customer Picklist Value 2", "Phone_vod",
"Other_vod"),

If (!ISBLANK(TEXT(Customer_Channel_TWO__c)),
CASE (Customer_Channel_TWO__c,
"Customer Picklist Value", "Face_to_face_vod",
"Customer Picklist Value 2", "Phone_vod",
"Other_vod"),

CASE(Customer_Channel_THREE__c,
"Customer Value", "Face_to_face_vod",
"Customer Picklist Value 2", "Email_vod",
"Other_vod")

Related Documentation:

CRM Help Documentation: Auto-Populating the Call Channel

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