Out of the box the action captures a subject, a comment, and a date. Anything you want to group by later has to be added deliberately.
- Open the action on the right object
From Setup, go to Object Manager and pick the object reps log calls from, such as Contact or Account. Open Buttons, Links, and Actions.
- Edit the Log a Call layout
Find Log a Call in the list and click Edit Layout beside it. Add, remove, and reorder the fields a rep sees when using the action.
- Add your own outcome and direction fields
Create short picklists on Task first, then drag them on. Keep values mutually exclusive and resist a catch-all Other.
- Put Related To above the comments box
Reps fill a form top down. A lookup under a long text area is a lookup that stays empty.
The fields a rep sees after hanging up, set per object.
Your own field, because standard Call Type is locked to CTI.
Whether the parent gets filled before the comments do.
- TaskSubtype cannot be changed after creation, so a data load that omits it leaves imported calls looking like plain tasks.
- Standard Call Type stays empty without an active CTI integration, so never build a report on it.
