Manage Client Interactions

Learning Objectives

After completing this unit, you’ll be able to:

• View the last and next interactions on the client profile.
• Create a task.
• Log a call.

Keep in Touch 

Kotori is the point of contact for her financial advisors and their clients. Part of her job is making sure that each client interaction is documented. She logs each new call, event, and task. Sometimes, Kotori uses Chatter to communicate with her advisors.

However she communicates with them, Salesforce helps make sure there’s always a record. And since it’s centralized, everyone sees the same information. Kotori and her financial advisors can see the full client picture right away.

View and Log Client Interactions 

What’s a quick way to see how long it’s been since a client was contacted and when you’re scheduled to contact them again? Check the Next Interaction and Last Interaction dates on the client’s profile.

Navigate to the client profile by selecting Accounts in the navigation bar and clicking the client name. Kotori is looking at Rachel Adams’s client profile.

Rachel Adams last communicated with Kotori or one of her financial advisors on 4/17/2018. Kotori can quickly see details about all Rachel’s interactions in her Activity Timeline. She’s already on Rachel’s client profile, so she finds the Activity pane and scrolls down to view Rachel’s activities.

On the Activity Timeline on Rachel’s client record, Kotori notices Rachel’s birthday is tomorrow. There’s a task to send her a card, but it hasn’t been completed. Kotori remedies this situation.

• Kotori clicks the Send Birthday Card task, sets the Status to In Progress, and saves the task.
• She prepares a card for Rachel’s financial advisor, Ryan Dobson, to sign.
• She’ll make sure it goes out in today’s mail and then change the task’s status to Completed.

Create a Task 

Kotori switches focus to her newest client, Claire Johnson. Based on the activities in Claire’s timeline, Kotori sees that Claire is thinking actively about what her retired life might look like. Retirement is far away, but Claire’s a planner, if nothing else! Here’s how Kotori creates a task to call Claire in a month to check on how she can help Claire with her retirement planning goals.

1. From the App Launcher (), find and select Wealth Management.
2. Select Accounts in the navigation bar and click the customer name.
3. In the Activity tab, click New Task, and then click Add.
4. Enter the values. Kotori enters the following values. She makes sure to give the task a status and priority because those fields are required and she can’t create a task without them.

• Subject: Call Claire re: retirement planning
• Due Date: 8/08/2019
• Status: Not started
• Priority: Normal
• Regarding: Service
• Task Subtype: Call

1. Click Save.

Log a Call 

A month later, Kotori sees the task on her Tasks list on her home page. Today is the day to call Claire about her retirement planning. She makes the call. While she’s talking, she makes sure to log the conversation.

1. Select Accounts in the navigation bar and click the customer name.
2. In the Activity pane, click Log a Call.
3. From the Subject dropdown, select Call.
4. Enter the details of the call in the Comment field. For this example, Kotori enters the following: Called Claire Johnson to discuss her retirement planning options. She said she needs to talk to her family before firming up on anything. Claire isn't quite where she wants to be on her goal and was glad for the reminder.
5. In the Related To field, select Claire Johnson Household.
6. From the Regarding dropdown, select Service.
7. Click Save.

You understand the full client picture, from viewing a client’s relationships and creating financial goals to logging interactions. Now you’re ready to provide your clients with the best customer experience.

Resources 

• Salesforce User Tour (Trailhead module)