We need to verify how Accounts and Cases are mapped for inbound calls, transfer calls, and outbound calls in the Voice Call record. When we click a phone number from an Account, an outbound call is created and the RelatedRecordId field is updated with the Account ID. If we initiate a call from a Case or Lead, the respective record ID is automatically populated in the RelatedRecordId field on the Voice Call. Could you confirm whether this is standard Salesforce behavior? If so, please share the relevant documentation. @* Service Cloud *
4 answers
The behavior you described is standard in Salesforce Service Cloud Voice. The VoiceCall object automatically populates the RelatedRecordId field with the Salesforce record from which the call is initiated or associated. For example, if an outbound call is started from an Account, the RelatedRecordId is set to the Account ID; if the call is initiated from a Case, Lead, or Contact, the corresponding record ID is automatically populated. For inbound calls, Salesforce attempts to identify the caller based on phone number matching and associates the call with the relevant record, while transfer calls generally retain the existing RelatedRecordId unless modified by custom automation or the telephony integration. This is standard Service Cloud Voice behavior, although the exact handling of transferred calls may vary depending on the CTI/telephony provider and any custom Flows or Apex in the org.
