In this Article we will cover how to make fields from the Prospect object, Lead Source or Marketing Opportunity objects visible on the Call Queue page. This will allow Telemarketers see additional information about each Prospect as they pop up in the Call Queue.
Note: Prospect Fields can only be added to the General Information section or the Demographics section on the page.
If trying to add fields from the Marketing Opportunity record, or the Lead Source record to the Call Queue page, navigate to the Marketing Opportunity and locate the Call Queue field sets on that object.
Note: Marketing Opportunity and Lead Source Fields can only be added to the Marketing Opportunity Information section or the Lead Source Information section on the page.
This is accomplished by using two unique Field Sets on the Marketing Opportunity object.
In the following example, we will add the Market Segment field from the Prospect object, to the Demographics section of the Call Queue page.
Add a Field to the Call Queue Field Sets
Navigate to the Setup menu. Click on your Username in the upper-right corner of your improveit 360 page. Clicking on your Username will expose a dropdown menu. Here you will find the Setup menu:
From the Setup menu, use the Quick Find search bar and search the word "Objects"
click on the Objects menu
Next navigate to the Prospect object
Next hover over the Field Sets menu at the top of the page
We can add fields to either the General Info section or the Demographics section.
Click Edit next to the Field set you'd like to add a field to. Note: most managed Field Sets include a description of where the field set is used within the User Interface of improveit 360.
Drag and drop the desired Field into the box that says In the Field Set
Once you've moved all the desired Fields into the Field Set, be sure to click Save to save your changes.
Run First Time Setup if you do not have First Time Setup in your toolbar, navigate to the All Tabs tab (+) and locate First Time Setup from there
After First Time Setup has run...
Open the Call Queue, you will now see the desired Field in the section where it was added:
Note: The Save button is out of place due to the Visualforce page. Be sure to point out this change to your Users to alleviate confusion amongst your team.
NOTE: If you are trying to add Fields from the Lead Source object to the Call Queue page, you will need to use the Field Set on the Marketing Opportunity object instead! The Field Set is labeled "Marketing Opp - Call Queue - Lead Source Info"
When working with this Field set, select the related Lead Source from within the Field Set menu (see screen shot below):
Then you will be able to drag and drop the desired Field(s) from the Lead Source object into the Field Set.
Note: The field will display with an > indicating the data is not coming from the Marketing Opportunity, but rather the Lead Source related to the Marketing Opp.
Be sure to click Save to save your changes.
Now, from the Call Queue page we can see the field from the Lead Source record.
NOTE: You will NOT be able to Edit fields on the Lead Source or Marketing Opportunity objects from the Call Queue page. Adding the field is for reference only, not to update data in real time.
Add Fields to the Related Lists shown in the Call Queue
The Prospect History section at the bottom of the Call Queue page is populated using the Related List settings from the Prospect's Page Layout.
Let's review how to add fields to these related lists.
In this example, we will add the Sales Rep 2 field to the Appointments related list, allowing Telemarketers to see if there was a second sales rep on any of their past Appointments.
From the Setup menu, use the Quick Find search bar and search the word "Objects"
click on the Objects menu
Next navigate to the Prospect object
Next hover over the Page Layouts menu at the top of the page and click on Page Layout Assignment
Here you can see if different Users see different Page Layouts based on their User Profile. In my system Users all have the same Page Layout. If they did not, you will need to change all Page Layouts which need to see the desired field in the related list.
Click on the name of the Page Layout to make changes to the related lists.
Scroll down to the Related Lists at the bottom of the Prospect page and click the Wrench icon on the related list you'd like to Edit. In this example, I want to add to the Appointment fields but you can also add to the Sale or Quote fields by clicking the Wrench icon on those related lists.
Locate the field you'd like to make visible in the Call Queue and use the Add button to add it to the related list for this page layout. Keep in mind, this also means when the User navigates to the Prospect page, they will see their field on the Prospect page related list as well.
NOTE: You cannot have more than 10 Fields in a Related List so choose carefully the most important data to display here.
In this example, I'm adding the Sales Rep 2 field to the Appointments related list.
Click OK and then Save your changes to the Page Layout
Now, when we launch the Call Queue, our Telemarketers will be able to see the Sales Rep 2 field we've added to the related list for the Prospect's Page Layout:
Add Hyperlink Fields to link to related records in the Call Queue
For this next exercise we are trying to establish a link to the Marketing Opportunity and the Lead Source records which brought this Prospect into the Call Queue.
Navigate to the Setup menu
From the Setup menu, use the Quick Find search bar and search the word "Objects."
click on the Objects menu
Choose the Marketing Opportunity object
In the Custom Fields and Relationships menu, click the New button
Choose a Formula data type, then click Next
Then choose the field type of Text and name the field Marketing Opportunity
Click Next
In the formula builder, copy and paste the following formula:
HYPERLINK('/'+ Id , Name )
The field value should look like this:
Click Next, set visibility by Profile, click Next again, then click Save.
Finally, you will want to add this field to the Field Set so it is visible within the Call Queue. You'll want to add this new field to the Marketing Opportunity - Call Queue Fields field set from the Marketing Opportunity object.
Once added, you will see the hyperlink to the Marketing Opportunity record:
Use this same method if you'd like to create a link to the Lead Source record.