Setting Up Cadence Task Outcomes in Salesforce

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With Riva Cadences, for users that have the Salesforce Integration enabled, Cadence Tasks and phone call tasks will be created as Salesforce tasks rather than Outlook tasks. As part of Salesforce tasks, Riva provides a custom field called “Outcome” to help determine whether the task was successful.

This article is to set up Outcomes custom field in Salesforce. 

  1. Go to Set Up -> Object Manager -> Activity -> Fields & Relationships and click “New” 
    1. For the field type, select “Picklist” 
    2. Set Field Label as “Subtype” 
      1. Select “Enter values, with each value separated by a new line” for Values section.
      2. Enter “Task” and “Phone Call” 
      3. Field Name should be set to “Riva_Subtype”
    3. Leave default options unless there is something specific that needs to be updated 
    4.  Select the Page Layout that should contain this field. In this case, this field should appear in “Task Layout” as we need this field for the task object
    5. Save
       
  2. Go to Set Up -> Object Manager -> Activity -> Fields & Relationships and click “New” 
    1. For the field type, select “Picklist” 
    2. Set Field Label as “Outcome” 
      1. Select “Enter values, with each value separated by a new line” for Values section. Enter values for different kinds of outcomes you want to allow for. For example, “Not responded”, “Interested”, “Not Interested”. These values should match the Outcome values you create in admin settings. 
      2. Field Name should be set to “Riva_Outcome” 
    3. Leave default options unless there is something specific that needs to be updated 
    4. Select the Page Layout that should contain this field. In this case, this field should appear in “Task Layout” as we need this field for the task object 
    5. Save
  3. Go to Set Up -> Object Manager -> Activity -> Fields & Relationships 
    1. Click on “Subtype” where the field name is “Riva_Subtype_c”. This is the one that was created before. “_c” was added by SF in the field name as this is a custom field 
    2. Under “Values” you will see two values, “Task” and “Phone Call”. Edit both API Name to be “Riva_Subtype_Task” and “Riva_Subtype_Call” respectively 
    3. Under “Field Dependency”, click “New”. Set “Controlling field” to be “Subtype” and “Dependent Field” to be “Outcome” and click “Continue” 
    4. Under “Task” and “Phone Call” subtypes, set the relevant outcome values. For example, outcomes for a phone call would be “Interested”, “Not Interested” and “Not Responded” while outcomes for a task might be “Task Successful” and “Task Not Successful”. Use the “Include Values” and “Exclude Values” button at the bottom to include/exclude outcomes for the 2 subtypes. 
    5. Save
  4. Within the Riva Portal, go to "Admin Settings" -> "General" to set up outcomes for phone call and task cadence steps. Make sure that these outcomes match the outcomes set in Salesforce. 

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