Customizable Call Log

When a rep makes a call, they are prompted to enter notes about the call and choose a call result. Depending on your process, there may be other pieces of information reps need to collect on each call. With this update, managers can customize the call log and put other fields to be tracked on each call.

Creating Custom Call Disposition Sets

  1. Access the Playbooks Manager App and click settings
  2. Under the "Calls" menu, select "Call Dispositions
  3. Click the circle to add a new call disposition set.
  4. Set a name, and click ADD FIELD to select fields from the Activity object from the CRM to display.

Only fields from the activity object in the CRM can be put onto the call log. The support field types are single select, text fields, and the standard comments field.

Each field can be optionally marked as required, restricting reps from moving on to the next task till they address the field. Furthermore, fields can be optionally hid or displayed using field dependencies.

Assigning Custom Disposition Sets to Teams
Once a custom disposition set has been created it has to be assigned to a team to be used. To assign a custom disposition set to a team:

  1. Go to the Teams tab in the Playbooks Manager.
  2. Edit the desired team
  3. Select the custom Disposition Set and press save.

Using Custom Disposition Sets
Once a custom disposition set has been assigned to a team, each time a call ends the rep will see the specified custom fields in the call log.

Update From CRM Button

Playbooks automatically syncs record updates from the CRM every 12 hours, but sometimes a rep needs that sync to happen sooner. For example, if a rep updates a phone number in Salesforce and wants that number in Playbooks now instead of within 12 hours. 

Using the new update from CRM action, reps can easily get the latest information from the CRM for their record.

New Play Tagging

Previous to this update, tags on Plays were private to each user - making it not possible to organize Plays in a single way in Playbooks. With this update, tags can be set to public so that all reps see the tags.

When creating a tag, simply set it to public and all reps will see the tag applied to Plays. Administrators can restrict who can create public tags using the public tag permissions in permission groups. 

Upon release, the standard Admin and Manager will have this permission enabled. The Sales Rep and custom permission groups will have this functionality disabled by default.

In addition to public tags, users can now search multiple tags at once from the play manager page.

Other Product Updates

  • Removed the limit on how long records can be paused.
  • Added support for calling numbers located in Aaland Islands.
  • Resolved several issues with the Add to Playbooks button not appearing in Salesforce console.
  • Resolved an issue where the Play name was not being cleared out in the CRM when a record was removed from a Play.
  • Resolved several issues with the new Accounts functionality.
  • Resolved an issue where the Needs Notification was displayed multiple times.
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