Post-Call Automation in the Process Builder

The recommended way to perform post-call automation in Salesforce is to use the Lightning Process Builder. This guide will show best practices and a few examples of common automation needs that apply to most clients.

• Example 1: Field Updates
• Example 2: Scheduling a Follow-up Task
• Example 3: Send an Email
    - Email Template
    - Email Alert
    - Sending and Logging the Email
• Additional Resources for the Salesforce Process Builder

Create one Process per Salesforce object that your team calls on (Leads, Contacts, Opportunities, etc). This example will use the Lead object. Give the Process a name and set it to start when a record changes.

Select the object and start the process when a record is created or edited:

Each Disposition will correspond to a single action group (diamond) in the Process.

The criteria are defined by two of the fields that Conquer automatically updates: Last Disposition and Datetime of Last Dispositions. They are entered as:

• Last Disposition EQUALS String [Disposition Name]
• Datetime of Last Disposition Is changed Boolean True

Example 1: Field Updates Back to Top

The most common form of post-call automation is to update fields on the record. To update fields, click “Add Action,” then for the Action Type select “Update Records.” For “Record Type,” select the Lead Record that started your Process.

A single “Update Records” action can update as many fields as you like on the record. To update the fields, create a row for each field. Then, assign the new value for each field.

After creating all the desired field updates, click Save to save the action.

To add additional actions to the same Disposition, click “Add Action” below the saved Action.

Example 2: Scheduling a Follow-up Task Back to Top

Another common use of post-call automation is to have a Disposition automatically schedule a follow-up Task. To create a Task, click “Add Action,” and select the Action Type “Create a Record.” Give the action a name and select “Task” from the Record Type dropdown.

To assign the task to the rep who clicked the Disposition, set the “Assigned To ID” field as a Reference (rather than an ID) value, then select “Last Modified By ID.”  

To relate the Task back to the Lead where the Disposition was recorded, set the “Name ID” field as a Reference, then select “Lead ID.” (NOTE: “Name ID” applies to Leads and Contacts. For all other objects, use “Related To ID” instead.)

To set the Due Date, select “Due Date Only” for the field and select “Formula” for Type. Click “Build a formula…” to open the text box below to build the formula. Click “Use this Formula” to assign the formula to the field.

Once all necessary fields (especially all fields marked Required in Salesforce) for the Task have been assigned, click Save to save the action.

Scheduling follow-up Tasks through automation can only set the due date based on a formula. To schedule a follow-up Task for a specific date and time, reps should use the Create Task feature.

Example 3: Send an Email Back to Top

Also common is having a Disposition send an email to the prospect.

Email Template Back to Top

The first step is to create an email template in Salesforce. Email templates can be created in Setup → Communication Templates → Email Templates.

When creating the email template, be sure to include user information at the bottom, as the user’s email signature will not be added to the end of the template:

Email Alert Back to Top

Once the email template is created, then create an email alert in Salesforce based on the template. Email alerts are created in Setup → Create → Workflow & Approvals → Email Alerts.

Once the email alert is saved, it will be available to use in the Process Builder.

Sending and Logging the Email Back to Top

To send the email, click “Add Action” and select the Action Type “Email Alerts.” Give the Action a name and search the Email Alert text box for the relevant Email Alert:

Emails sent via the Process Builder aren’t automatically logged in Salesforce, so to log the email we’ll need to create a Task, repeating the same basic steps described in Example 2:

Be sure to mark the Task status as Completed, otherwise this will create an open Task for the agent. Since the Task is logging as Completed, no Due Date is required. 

Follow these same basic steps to create automation for any other Dispositions as needed.

A Process for multiple Dispositions will show each Disposition assigned to a single Action Group; each Action Group may be associated with one or more Actions:

When your Process is complete, click the blue “Activate” button to activate the Process in Salesforce:

Once a Process has been activated, it can’t be modified. To make changes to an active Process, Clone the Process as a version of the current Process, make whatever modifications are necessary, and activate the new version. The old version will be deactivated automatically:

Additional Resources for the Salesforce Process Builder Back to Top

Process Builder Quick Start Guide on Salesforce Trailhead: https://trailhead.salesforce.com/en/projects/quickstart-process-builder

Salesforce Documentation:
https://help.salesforce.com/articleView?id=process_overview.htm&type=0

Salesforce Technical Library:
https://developer.salesforce.com/page/Lightning_Process_Builder