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FSC: What impacts (what can impact) the Last Interaction and Next Interaction Date fields?
Hi All,
I am working within Financial Services Cloud and trying to gather as much information as possible on the Last/Next Interaction Date fields. As of now, it is set up so that these fields update based on AdvisorTasks and AdvisorEvents, however I notice that this SF article (https://help.salesforce.com/articleView?id=000317198&language=en_US&type=1&mode=1)says that these fields will only be updated for Events and Tasks where task subtype = Call.
Can I expand this so that all tasks, regardless of the subtype, impact these fields? Are there examples of other metadata types that can be added? Is there any way for me to have the activities on related leads impact these fields on the account (note: in FSC there is a custom lookup(acount) on the leads object called "Related Account" already).
Thanks in advance for any and all help/insight.
Ricki
I am working within Financial Services Cloud and trying to gather as much information as possible on the Last/Next Interaction Date fields. As of now, it is set up so that these fields update based on AdvisorTasks and AdvisorEvents, however I notice that this SF article (https://help.salesforce.com/articleView?id=000317198&language=en_US&type=1&mode=1)says that these fields will only be updated for Events and Tasks where task subtype = Call.
Can I expand this so that all tasks, regardless of the subtype, impact these fields? Are there examples of other metadata types that can be added? Is there any way for me to have the activities on related leads impact these fields on the account (note: in FSC there is a custom lookup(acount) on the leads object called "Related Account" already).
Thanks in advance for any and all help/insight.
Ricki
The Last/Next Interaction Date fields in Financial Services Cloud (FSC) are currently set up to update based on AdvisorTasks and AdvisorEvents, specifically for tasks with the subtype = Call. The Salesforce article you mentioned confirms this behavior.
Expanding the functionality of these fields to include all tasks, regardless of subtype, would require customization and modification of the standard functionality. This would involve creating custom automation or triggers to update the Last/Next Interaction Date fields based on any task, not just tasks with the "Call" subtype. Keep in mind that customization efforts like this may require development skills and should be thoroughly tested to ensure they meet your specific business requirements.
Regarding other metadata types that can be added, Salesforce provides a range of customization options, including custom fields, objects, workflows, and triggers. Depending on your specific needs, you can explore these options to extend the functionality of Last/Next Interaction Date fields or introduce additional related metadata types.
To have the activities on related leads impact the Last/Next Interaction Date fields on the account in FSC, you would need to customize the automation further. You could create triggers or workflows on the Lead object that update the related Account's Last/Next Interaction Date fields whenever activities are added or modified on the lead. You can leverage the existing "Related Account" custom lookup field on the Lead object to establish the relationship and update the corresponding Account's fields accordingly.
It's important to note that these customizations might require the involvement of a Salesforce developer or administrator with experience in Financial Services Cloud and Apex coding to implement the necessary logic and automation effectively. (https://www-prepaidgiftbalance.com/)
User Input: The most direct way these fields are impacted is when users manually input or update the dates. Users can log interactions, set follow-up dates, or mark activities as completed, directly affecting these fields.
Automated Actions: Many systems have automation features that can update these fields automatically based on predefined rules or triggers. For example, a CRM system might automatically update the "Last Interaction" date when a customer sends an email or places a call.
Scheduled Activities: Scheduled tasks or activities with associated dates, such as meetings, appointments, or project milestones, can impact these fields when they are marked as completed or rescheduled.
Integration with Other Systems: In some cases, these fields can be influenced by data from integrated systems. For example, if your CRM is integrated with your email client, interactions and their associated dates may be updated based on email communication.
Workflow Progress: Project management or workflow systems may update these fields as tasks progress or are completed within a project, indicating the last interaction or the next interaction required.
Customer Behavior: In CRM or sales software, customer behavior, such as making a purchase, signing up for a newsletter, or visiting a website, can trigger updates to these fields, reflecting the most recent interactions.
Calendar or Scheduling Tools: Some systems synchronize with calendar or scheduling tools, allowing for automatic updates of interaction dates based on scheduled events.
Custom Rules and Logic: Administrators or system users may define custom rules and logic that determine when these fields should be updated. This can be highly specific to the organization's processes and needs.
External Data Sources: In data analysis and reporting tools, these fields may be influenced by data imported from external sources, such as customer surveys, market research, or social media.
User Activity Logs: Some systems maintain activity logs that capture user actions and interactions, which can be used to update these fields retroactively.
It's important to note that the specific factors that impact the "Last Interaction" and "Next Interaction Date" fields can vary widely depending on the software or system being used and the intended purpose of these fields. Organizations often configure and customize these fields to align with their workflow and reporting requirements. Therefore, understanding the customization and automation capabilities of the software in use is crucial for accurately interpreting and managing these date fields. Prepaidgiftbalance (https://www-prepaidgiftbalance.me/)