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Adding Call Report objects to Salesforce

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The Call Report object in Salesforce contains all the information about a specific SightCall session. 
Those objects allow Salesforce to keep a history of all the calls made with SightCall and provide data you can use in Salesforce dashboards. 

This procedure explains how to associate call reports with case objects and how to link call reports with other objects. The default configuration links the Call Report object with the Cases. You can also customize the configuration to work with any other Salesforce object.

The owner of the Call Report object is the user who activated the SightCall package. 

Requirements

To use this procedure, you will need: 

 

Linking Call Reports objects with Cases

Call reports objects are available from the SightCall for Salesforce package version 1.86 and later. To check if you can import call reports in your Salesforce organization, go to the Object Manager in Setup:

  1. From within Salesforce, open Settings (gear menu) and select Setup.  
  2. Select Object Manager. 
  3. Locate the Call Report object.

 

Import new call reports after each session

To have call reports objects created after each session, you need to activate the call reports Webhooks and update the tenant settings in the admin portal to send call reports using a webhook. 

Activating the Call Reports webhook 

  1. From the SightCall tenant admin portal, select Setup > Integrations  
  2. Select the "Salesforce" integration :  
  3. Click on Admin 
  4. Select the ‘Media Endpoint Configuration’ tab, and click on “Activate Call Report Webhook 
  5. Click ‘Back’, then ensure Use Webhooks is checked. 
  6. Hit Save at the end to be prompted to authorize the changes 

7. This may pop up a brower tab with Salesforce Oauth authorization for you to accept the updated integration.

Update the tenant settings

Your tenant settings will automatically be updated under:

  1. Open the Tenant > Setup tab in the admin portal: https://admin.sightcall.com/setup. 
  2. In the Call Reports Webhook section, the configuration is now updated.

If you only use Case objects, no more configuration is necessary: after each call on a Case object, a Call Report object will be created at the end of a call and will be automatically linked to the Case. You can find call reports linked to a Case in the Case Reports section on the related list of the Case object. 

 

Linking the Call Report object to another Salesforce object (e.g., WorkOrder)

You can add the SightCall Call Report objects in the WorkOrder layout as a related list from the Lightning App Builder. 

 

The first step is to add a new field in the Call Report.

  1. In Salesforce, go to Setup > Object Manager. 
  2. Search for the Call Report object: 
  3. Go to Fields & Relationships and click New to add another field. 
    1. Step 1: For Data type, select Lookup relationship. Select Next.
    2. Step 2: For New Relations, enter Related To: “Work Order” to establish the object type we want to link to. Select Next.
    3. Step 3: Leave the default values. Select Next.
    4. Step 4: Leave the default values. Select Next. 
    5. Step 5: Leave the default values. Select Next. 
    6. Step 6: Leave the default values. Select Next. 
    7. Select Save.

Now the Call Reports can be accessed as objects related to the work order. 

If you need to display the Call reports in your layout, add a “List View” showing “Call Report”: 

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