Enterprise CRM: Log a Call or Send an Email Privately on a Contact record using Reserved Contact Data

What Are Calls and Emails?

Calls and Emails allow you to track communications with your records within CRM. 

  • Log a Call is best used when you are recording an interaction that has happened with a particular contact and perhaps a follow-up Task is needed. It wil automatically create a Task with Call as the subject and you are able to simultaneously fill-in information for a follow-up Task to assign to either yourself or another user.
  • Send an Email allows you to send an email associated with the Contact record to a single or multiple Contacts by either typing, copying and pasting in content, or using any Email templates your business unit has within the system.

What Are My Privacy Options?

Enterprise CRM has records that it shares across all business units and organizations. The Contact record type is one of these public records, which means any Call Task or Email created from the Contact record will be public to all Users of Enterprise CRM.

Most of the time, however, it is likely that you will not want all other Users to be able to see your Calls or Emails. To get around this you're able to create a Call or Email using associated Reserved Contact Data. The Reserved Contact Data record is associated with the Contact but only visible to Users of your business unit. This means any information added there will be private to your business unit.

Navigate to the Contact record (if needed)

  1. If you have enough information to find the Contact you may want to use the Global Search bar.
  2. If you do not have enough information to search or are working from a specific List View click on the Contacts Tab if showing in your default tabs or click on the All Tabs (+) button and click on Contacts in the list.
  3. From Contacts Home you can either click on the name of the Contact, if showing in your default View, or select the appropriate selection from the dropdown in the View: Menu and click Go!
  4. Once the appropriate Contact is visible click on the Contact Name in the list to bring up the Contact record.

Log a Call

  1. Navigate to the Reserved Contact Data record for your business unit one of two ways:
    • At the top of the Contact record hovering over the text for Reserved Contact Data brings up a window where any associated Reserved Contact Data Names are in a list where they are able to be clicked.
    • Further down on the page underneath the Contact Detail there is a Reserved Contact Data section of the page where any associated Reserved Contact Data Names are in a list where they are able to be clicked.
      • Note: It is likely that during onboarding to Enterprise CRM that Reserved Contact Data was created for your associated Contacts. If the Contact is new or was created through a different business stream there is a chance you may not see any. If that is the case follow the instructions to create Reserved Contact Data and then follow from Step 2.
  2. Once on the Reserved Contact Data record there are two ways to get to Log a Call:
    • At the top of the Reserved Contact Data record hovering over the text for Activity History brings up a window where the Log a Call button is able to be clicked.
    • Further down on the page underneath the Reserved Contact Data Detail there is an Activity History section of the page where there is a Log a Call button that is able to the clicked.
  3. Once on the Log a Call screen fields can be manipulated as needed. How you manipulate these fields will likely be determined by internal business processes.
    • Assigned To will default to you as the User but if needed the Lookup icon can be used to assign the Task to a different User. 
    • The Subject field will default to Call.
    • Due Date will default to today's date but can be manipulated as needed.
    • The Comment Category, Peoplesoft Status, and Comment Resolved fields communicate with Peoplesoft and cannot be modified at this time.
    • Comments are where you will be putting the descriptive information that the Task is being created for and may be determined by internal business processes. Something useful to someone consuming the information should be put within this box.
    • The Related To field defaults to the Reserved Contact Data record that the Call was created from.
    • The Name field allows you to use the Lookup icon to associate a Contact with the Task as needed. 
      • Note: The Contact record can be added here without privacy concerns, since it's association with the Reserved Contact Data recordautomatically makes the Task private, but check with your internal business processes to see if this is needed or desired in your particular business case.
    • Related Case allows you to use the Lookup icon to associate a Case with the Task as needed.
    • Type should be set according to internal business practices.
    • Direction should be set according to internal business practices.
    • Status will automatically be filled in as Completed.
    • Below the information for the initial call there are fields available to create a follow up Task with the available fields of Assigned To, Subject, Due Date, Comments, Related Case, Type, Direction Status, Priority, and Reminder that can be manipulated per business practices.
  4. Fill in all desired fields for the Call and Follow-up Task (if creating) and click on Save to be brought back to the Reserved Contact Data record.

Send an Email

  1. Navigate to the Reserved Contact Data record for your business unit one of two ways:
    • At the top of the Contact record hovering over the text for Reserved Contact Data brings up a window where any associated Reserved Contact Data Names are in a list where they are able to be clicked.
    • Further down on the page underneath the Contact Detail there is a Reserved Contact Data section of the page where any associated Reserved Contact Data Names are in a list where they are able to be clicked.
      • Note: It is likely that during onboarding to Enterprise CRM that Reserved Contact Data was created for your associated Contacts. If the Contact is new or was created through a different business stream there is a chance you may not see any. If that is the case follow the instructions to create Reserved Contact Data and then follow from Step 2.
  2. Once on the Reserved Contact Data record there are two ways to get to Send an Email:
    • At the top of the Reserved Contact Data record hovering over the text for Activity History brings up a window where the Send an Email button is able to be clicked.
    • Further down on the page underneath the Reserved Contact Data Detail there is an Activity History section of the page where there is a Send an Email button that is able to the clicked.
  3. Once on the Send an Email screen fields can be manipulated as needed. How you manipulate these fields will likely be determined by internal business processes.
    • Email Format will either be HTML or Text Only. Clicking on the Switch To... text in the brackets will switch between the two options.
      • HTML will allow you to apply additional formatting and/or paste in formatting from external sources.
      • Text Only will remove formatting and send a plain text version of the email.
    • To allows you to use the Lookup icon to associate a Contact as the recipient of the email.
    • The Related To field will automatically be filled in with the Travel record you created the Email from.
    • Additional To, CC, and BCC fields allow you to select co-workers and contacts as additional recipients or to be copied or blind copied on the email.
    • Subject will be the subject of the email in the inbox of any recipients. This may be dictated by internal business processes.
    • The Body field will either be plain text or, if you have clicked the Switch to HTML button, will allow you to apply formatting. You can type, copy and paste, or click on the Select Template button at the top or bottom of the page to choose an Email Template from your available folders.
      • Note: If using a template and modifying text your changes are only reflected in the HTML version of the template. The changes are not reflected in the text-only version of the email sent to recipients.
    • Attach File can be clicked if a file needs to be added to the email.
    • Preview allows you to view what the email will look like prior to sending.
    • Check Spelling can be clicked to look for any spelling errors prior to sending.
  4. Fill in all desired fields for the Email and click on Send to send the email and be brought back to the Reserved Contact Data record.