Blog

PhoneTools: Bind the formula to a Field to Screen setting

Configure the setting

We’ve now created a formula field containing the containing the conditions for screening a record, and we should also now have our phone fields configured in the Fields to Screen settings.

To add the formula field to a Field to Screen setting:

  • Go to App Launcher | PhoneTools Administration.
  • Navigate to the Configuration tab.
  • Select Edit next to one of the Fields to Screen rows where the formula should be applied.
  • Search and select the formula under Formula Field.
  • Press Save.

When the setting has been saved, the formula value will be updated for any configured phone field on the same object that is enabled for screening.


Back to the PhoneTools installation walkthrough

PhoneTools: Define a formula

What is a formula and how is it useful with PhoneTools?

A Salesforce Formula Field is a read-only field that derives its value from a formula expression you define. These are added to objects and their value is calculated per record. Each record can have a different output dependant on the formula expression that was written.

So how is this useful for PhoneTools?…

In some organisations, not every record needs screening so a quick way to identify whether a record needs screening is by defining a formula that calculates this for you.

What should my formula contain?

If in doubt, your formula should always edge on the side of caution as it is more important to screen records that you are unsure of versus rule them out from screening. It is important to review the criteria with your compliance team to identify what indicates whether a record can be excluded from screening. This will be organization-specific and as a result, can work out better to screen all records and ensure you’re TPS and CTPS compliant.

Creating a formula

In this example, we’ll assume that all records that need screening exclusively sit on records that contain “United Kingdom” in the country field.

  • Go to Salesforce Setup | Object Manager.
  • Select the object where you need to define a formula.
  • Select Fields & Relationships.
  • Select New.
  • Choose Formula.
  • Provide a Field Label and Field Name.
  • Select Number.
  • Set Decimal Places to 0.
  • Select Next.

If the formula results in “1”, the record will be screened.

If the formula results in “0”, the record will not require screening.

Using the above logic, we can now define a formula to meet our criteria. By creating an IF statement, we can query the record on meeting certain criteria. See the example below that checks if the record’s Billing Country field contains “United Kingdom” or is NULL.

IF(OR(BillingCountry=’United Kingdom’,ISBLANK(BillingCountry)), 1, 0)

When your formula is complete, select Save.

With a formula now created on the object, we need to apply it to the Fields to Screen section. Continue to the next article to complete this action.


Back to the PhoneTools installation walkthrough

High Velocity Sales: save time and stay compliant

Sales reps only spend 1/3rd of their time selling

According to the third edition of the Salesforce State of Sales report, inside sales reps spend on average 34% of their days only selling. The rest of the time they’re busy seeking out prospects, planning tasks and entering data. In addition, reps end up using on average 6 different tools to manage their sales activity.

With this in mind, it’s clear that something needs to change.

High Velocity Sales: less admin, more selling!

Two of the main benefits of selling with High Velocity Sales are the Lightning Sales Console and Work Queues. With these tools you have highly tailored and centralized workspaces which enable your sales reps to view everything on one screen.

Reps can see and manage their work queue in one place whilst simultaneously viewing all of the relevant information related to the lead or contact. Viewing and interacting with tasks efficiently means more time selling!

See everything in one place with High Velocity Sales

How do sales reps know if they can call a prospect?

If you’re cold calling as part of your sales strategy, you need to be careful. The country you’re operating in might have a registry of numbers it is illegal to call. For example, the USA has the ‘Do Not Call’ registry and the UK has the ‘Telephone Preference Service (TPS)’. You can get hit with hefty fines for noncompliance.

If you don’t know about the Telephone Preference Service (and corporate equivalent), then don’t worry! Ruth, our Marketing Director, wrote up this really handy guide to tell you everything you need to know.

If you are up to speed, then ask yourself how efficient is your process? Your reps could be wasting a lot of time using an external service to screen numbers. And can you really trust that a process involving extra manual effort is actually being done?

PhoneTools provides manual and automated TPS and CTPS screening right from within Salesforce. This means sales reps can see at a glance whether the number is safe to call or not.

How do sales reps know when to call a prospect?

Having all of your sales information in one place is great, but it’s what your reps do with it that counts. This is where a nifty piece of AddressTools functionality comes in.

Reaching out to a prospect at 2am or scheduling a meeting without considering their timezone frustrates the client and leaves your sales reps feeling unproductive.

AddressTools is great for making sure your address data is verified, validated and standardized, but it also displays the current time to the sales rep. Best of all, it’s right there within Salesforce so no extra windows or manual effort for your sales team! This small piece of functionality can make a huge difference for both the sales rep and client experience.

High Velocity Sales: optimizing your sales process

In this article you’ve learned the importance of:

  • taking the time to review your sales process
  • cutting down on the number of different tools you need
  • keeping everything at your sales reps’ fingertips in Salesforce

What’s left? Make those changes and watch how you save time, stay compliant and ultimately sell more!

PhoneTools

Screen against the UK TPS and CTPS databases to stay compliant and avoid fines.

AddressTools

The award-winning package for address standardization, validation and verification.

PhoneTools: Schedule a daily batch screening job

  • Go to App Launcher | PhoneTools Administration.
  • Navigate to the Screening tab
  • Within the Scheduled Screening section, select Enable Scheduled Screening to create a Scheduled Job that will execute each day, screening Not Screened and Overdue numbers.
  • To manage or delete the scheduled jobs, select Click here to view or delete scheduled jobs using the Salesforce Scheduled Jobs viewer.

PhoneTools will now have a daily job to execute a batch job to screen all configured records that have not yet been screened or are overdue. This is calculated from the Next Screen Due date field on the records.


Back to the PhoneTools installation walkthrough

PhoneTools: Interactive record screening

Prerequisits

If you’ve completed Adding the PhoneTools lightning component to a record app page then it’s good news! You have instant access to interactive record screening. As a system administrator, you can sample this functionality immediately by navigating to a record where the component is configured and click the Screen Phone Numbers button.

…But the interactive record screening feature is rarely just for use by a system administrator so permissions need to be granted to your users.

Granting permissions to use interactive record screening

Users wanting to use interactive screening must have the editable permissions to each of the phone status fields required by PhoneTools.

  • Phone Status Field
  • Next Screen Due Field
  • Screening Results Field

The users must also have at least read access to all the configured phone fields on the object. For example:

  • Phone
  • Mobile

These permissions can be granted on the profile itself or via a permission set.


Back to the PhoneTools installation walkthrough

PhoneTools: Adding the component to a page layout

To allow users in the organization to check the status of a phone number on a record, you will need to add the PhoneTools lightning component to the lightning record app page.

  • Go to Setup | Object Manager.
  • Navigate to the object that you would like to add the PhoneTools component to.
  • Select Lightning Record Pages.
  • If you already have a record page, select its label and press Edit. Or choose New if you would like to configure a new record page.
  • Select PhoneTools from the Lightning Components list on the left of the screen and drag the component to your desired location on your page layout.
  • In the panel on the right of the screen, select Enable screening.
  • Press Save, and Activate if required.

Note: you can use Add Filter to create rules for when the component is visible. i.e hide if phone field is empty.


Back to the PhoneTools installation walkthrough


PhoneTools: Choose which services to screen against

The fields are now configured with PhoneTools for screening and it’s now time to choose which service(s) to enable screening functionality against.

  • Go to App Launcher | PhoneTools Administration.
  • Navigate to the Screening tab.
  • Select UK-TPCS and/or UK-CTPS.
  • Enter an admin’s email address into Email address for screening alerts.
  • Select Save All.

Back to the PhoneTools installation walkthrough

PhoneTools: Configure a field for screening

Introduction to the fields to screen

Fields to screen is the heart of the application. It tells PhoneTools which fields in your organization need screening. PhoneTools will only screen phone fields that are configured and have the Enabled Screening checkbox enabled. We will cover this more in the article.

What’s available out the box?

Out of the box, PhoneTools comes configured with the following fields but by default, will NOT have Enabled Screening checked:

  • Account.Phone
  • Account.Fax
  • Contact.Phone
  • Contact.HomePhone
  • Contact.MobilePhone
  • Contact.AssistantPhone
  • Contact.OtherPhone
  • Lead.Phone
  • Lead.MobilePhone

Adding additional phone fields

You can add additional phone fields to the configuration.

  • Go to App Launcher | PhoneTools Administration.
  • Navigate to the Configuration tab.
  • Select Add Field.
  • Select the Object.
  • Select the Phone Field.
  • Choose the appropriate fields discussed in in the picklists.
  • Press Save.

Enabling screening on phone fields

With the phone fields now configured with PhoneTools, we can enable them for screening.

  • Go to App Launcher | PhoneTools Administration.
  • Navigate to the Configuration tab.
  • Select edit next to the field that you would like to enable screening for.
  • Select Enable Screening and four picklists will appear.
  • Choose the appropriate fields in the Phone Status Field, Next Screen Due Field and Screening results Field picklists (as discussed in the previous article).
  • Select Save.
  • Repeat this step for each field that is to be enabled for screening.

Back to the PhoneTools installation walkthrough

PhoneTools: Creating custom functional fields

What do the custom functional fields do?

PhoneTools relies on three custom fields to store a records’ TPS and CTPS status, we call these the “functional fields”.

The three functional fields are:

  • Phone Status Field
  • Next Screen Due Field
  • Screening Results Field

We will use these fields later in the configuration.

If you are implementing PhoneTools on one of the out of the box object, the functional fields have already been created for these object and you can move onto the next article.

If you plan to use PhoneTools on another object, continue reading.

Creating the functional fields for an object

When you know which object you need to create the three fields for, follow the steps below.

We’ll start by creating the Phone Screen Status field:

  • Go to Object Manager, locate the Object, and go to Fields & Relationships.
  • Select New.
  • Choose the data type: Picklist.
  • Select Next.
  • Add a Field Label (we suggest ‘Phone Screen Status’)
  • Select Enter values, with each value separated by a new line.
  • Add the following values to the text area:
    • Not screened
    • Error
    • Safe to Call (not listed)
    • Caution (partially listed)
    • Do Not call (listed)
  • Select Next.
  • Provide visibility to all the users who will be screening records, this can also be handled in a permission set afterward if preferred.
  • Select Next and Save.

Now for the Next Screen Due field:

  • Select New.
  • Choose the data type: Date/Time.
  • Select Next.
  • Add a Field Label (we suggest ‘Next Screen Due’)
  • Select Next.
  • Provide visibility to all the users who will be screening record, this can also be handled in a permission set afterward if preferred.
  • Select Next and Save.

And finally for the Phone Screening Results field:

  • Select New.
  • Choose the data type: Text Area (Long).
  • Select Next.
  • Add a Field Label (we suggest ‘Phone Screening Results).
  • Leave the Length and #Visible Lines at their default values.
  • Select Next.
  • Provide visibility to all the users who will be screening record, this can also be handled in a permission set afterward if preferred.
  • Select Next and Save.

Now your fields are created, you’re ready to start configuring the “Fields to Screen”!


Back to the PhoneTools installation walkthrough