Configuring Call tracking is mostly about choosing the right surface (logged Task versus Voice Call), training users to attribute calls to the right parent, and building reports on both.
- Enable Log a Call
Ensure Log a Call quick action is on the relevant page layouts. Most standard page layouts already include it; custom layouts may need explicit configuration.
- Configure Service Cloud Voice or partner CTI
For telephony-captured calls, configure Service Cloud Voice with Amazon Connect or a partner CTI through Open CTI.
- Train users to attribute calls
Every Call should link to the right Account, Contact, Opportunity, or Lead. Without attribution, calls become orphan activity invisible in account-level reports.
- Build call reporting
Create reports filtered to TaskSubtype = Call and separate reports on VoiceCall. Combine in a unified dashboard for full coverage.
- Plan recording retention
Voice Call recordings consume storage. Configure retention policy in AWS S3 (or partner storage) plus Salesforce-side retention so storage costs stay predictable.
- Logged Calls with missing parent lookups become orphan activity invisible in account reports.
- Voice Call recordings consume storage fast. Plan retention before launch; storage bills surprise teams that skip the planning.
- Reports that mix Task (TaskSubtype = Call) and VoiceCall without filters can double-count call activity.
- Einstein Conversation Insights requires the transcript to be enabled; without it the AI analysis returns empty results.