Hi all,
We are using Service Cloud Voice with partner telephony. Voice Calls show up in the activity timeline on Account and Contact records, which is good, but the entry only shows the Voice Call link, duration, date, day, related record and agent.
I want to show more detail there, ideally a call summary field so users can see what the call was about without opening every Voice Call record.
Where is this controlled, and how do I add fields to it? Is it a compact layout, a page layout, something in the Lightning App Builder, or somewhere else entirely?
I have not been able to work out which setting drives that entry.
Also , we are retiring the Log a call task as part of migration hence that will be also be no longer available.
If this is not something you can configure, I would be glad to hear what others are doing instead on Account and Contact pages.
Thanks.
#Service Cloud Voice #Voice Call Record #Salesforce Developer #Salesforce Admin #TrailblazerCommunity
Hi Malvika,
The expanded details of a timeline entry are driven by compact layouts, not the page layout or Lightning App Builder. Admins can change what appears in the details section by editing the compact layout for the object. That customization applies to events, tasks, logged calls, voice calls and video calls, and is done through the event and task compact layouts. The docs don't say whether Voice Call entries use the Voice Call compact layout or the Task/Event ones, so test both.
Two limitations affect a call summary field:
- Custom fields added to the compact layout don't appear in the activity timeline, so a custom summary field won't show there.
- The first two rows of the timeline can't be configured, so only the expanded details can change.
Alternatives:
- Voice Calls related list: You can add it to accounts, contacts, leads, cases and opportunities. Related list columns can include custom fields, so you can show the summary there.
- Flow to create a Call Task: A record-triggered flow on Voice Call can create a Task (Subtype = Call) with the summary in Description, so it shows in the timeline. This keeps a Task-based record, which goes against retiring Log a Call.
- AppExchange timeline component: Some let you choose the object and fields to display, including custom ones. Check it supports Voice Call first.
References:
- Customization considerations: https://help.salesforce.com/s/articleView?language=en_US&id=sf.activity_timeline_customization_considerations_lex.htm&release=238.9.0&type=5
- Manage Activities with the Activity Timeline: https://help.salesforce.com/s/articleView?id=sf.lex_pro_tips_activity_timeline.htm&language=en_US&type=5
- Voice Call related list setup: https://help.salesforce.com/s/articleView?language=en_US&id=sf.voice_setup_org_config.htm&type=5
