How To Manage Daily Tasks with Actions

 

This article has 2 sections, click the link to jump to the section you need: 

 

1. Actions for Reps and Managers: A rep and manager section that covers how to manage your Actions.
2. Actions for Admin: An Admin section on how to configure Salesforce task type logging and how activities are logged back to Salesforce.

 

Actions for Reps and Managers

Actions represent the tasks that Groove users might take in their day-to-day workflow. A rep can create actions to remember to follow up in a given account or deal cycle. Or, actions can be assigned to other teammates to make collaboration within Groove easy. 

 

Actions can be any of the following types: 

 

• Task 

• Email 

• Call 

• SMS

• LinkedIn Connect

• LinkedIn Inmail

• Sendoso

 

Creating an Action

In Groove, you can create Actions from the following in-app sources: 

 

• Flows: Actions are created when you set up a Flow. 
• Plays: Based on the rules set by the play.
• Spaces: Users can create an Action in a Space and assign it to themselves or teammates. 
• One-off: Actions can be created separately and not as part of the above features. 

 

How To Create an Action in Groove

There are a few ways to start creating an action: 

 

In the Omnibar, click the plus (+) sign > New Action.

 

 

OR

 

In Salesforce list view, click the Groove icon > Create New Action:

 

 

If you want to set up a quick email Action, go to the Omnibar, and then select "Click to create a One Off Email" (shown below). For a call, choose the phone icon beside it: 

 

 

Note: The dialer will open immediately if you have a dialer license. If you do not have a dialer license, then this will open an action to be created.

 

After you begin creating a new Action with any of the options above, the next step is to fill out identifying information, like this: 

 

 

Let's cover what each field is in the window above. 

 

Action Title (Required):  Name the action. This name will show up in the list of Actions later so that you can quickly reference what you need to do. Example: Reminder to follow up with Cloud Company post-demo. 

 

Logging To: Tell Groove where you want to log to Salesforce.

 

Note: This is required to complete the Action and log to Salesforce, but it is not required to save the action. If you don't specify "logging to" — then the Action will not log in Salesforce. 

 

Assigned To (Required): The default assignee will be the user creating the action, but it can be changed to any of the licensed users in the creators org. 

 

Action Body: The body of the Action will depend on the Action type. You can use Templates from the Template Library for all action types: 

 

• Tasks- the body of the task instructing you about what needs to be done. 

• Emails - the body of the email that you wish to send 

• Calls - the call script needed to complete the call

• SMS - the body of the message you want to send 

• LinkedIn InMail - the body of the message you want to send in LinkedIn

• LinkedIn Connect - the body of the message that you want to send when making the connection request

• Sendoso - No action body - we will present the Sendoso iframe. 

 

Description: Use this area to provide notes about the Action, anything that might help you complete it later. This area will not be logged back to salesforce once the action is completed.

 

Saving, Completing, and Logging the Action

 

After completing the identifying information, you can choose to “save and close,” “Mark it as complete,” or “Log” the action.

 

 

Here's how these different options work: 

 

Save and Close: Will save the action for you to complete later (See executing an action)

 

Mark as Complete: Will mark the action complete without logging it to Salesforce 

 

Log: Will log the action to Salesforce as-is. 

 

Note: Emails must be sent in order to be logged. (See later section about logging an Action).

 

Executing an Action

After creating an Action, you can access it later in your list of Actions in your Omnibar with the Play button:

 

 

You can also access Actions the WebApp at app.groove.co/actions using the play button in the main nav.

From any list of Actions, clicking into an Action will open the Action you want to do. All Action types will now use the new Action format that you saw while creating a one-off Action.

 

Note: Flow Actions will have most of the Action details disabled since they are defined by the Flow. 

 

Logging Actions

In the logging to section there is a Name and a Related To similar to if you were to log a task in Salesforce directly. 

 

Name: this refers to the person record that you want to log to. This can be either a Contact or a Lead. 

 

Contacts have a person icon, like this: 

 

Leads have a business card icon: 

 

Related To: similar to Salesforce, this is the related object to the person you’ve selected. An activity can also be logged without a person and only to the related object. Common examples include account or opportunity objects, but can also be custom objects, cases, etc. 

 

Accounts have a building icon:

 

Opportunities have a bill icon:

 

Cases have a ticket icon: 

 

Other objects have a lightbulb icon:

 

When you add a person to the to field of an email, call, sms, LinkedIn, or Sendoso action, then it will also populate the logging to information automatically. If you remove someone from the to field, then they will also be removed from the logging to information 

 

When you select a Person in the Name section

 

• You can only add 50 contacts at a time, but only 1 lead. 

• Leads cannot be related to any other objects, so the “related to” will be cleared out if a lead is selected. 

• If both a lead and contact are selected, the contact will be prioritized for logging. 

 

Best Match Email Logging. When DISABLED

 

• All matched related to records will be selected and the user can modify those selections. 

• Only the first 15 are selected automatically, but the user can exceed 15 manually (not likely to happen) 

• Allow Best Match Multi Select is irrelevant

 

When ENABLED

 

Only the best top matched Related to record will be selected automatically

Allow Best Match Multi Select = OFF

Only one related to record can be selected at a time (radio buttons)

 

Allow Best Match Multi Select = ON

Multiple related to records can be selected at at a time

 

When Groove suggests records: 

 

• Groove will suggest Related Objects from the Managed Package related to all Person Objects that have been selected

• Groove will limit the suggestions to the top 15 highest scoring matches when returning related object options

• If you remove people in the logging to section, then any of the automatically selected Related Objects will also be deselected unless you manually selected any related objects. 

• If you manually select a related object, then we will not auto remove any of thse selections even if they’re not related to the people selected. We are assuming that these  manual selections are intentional. 

 

Email Nuances

This section briefly covers special details for email logging. 

 

For Email Actions

 

• If you put a person into the to field, Groove will update the logging to information, if a person is removed from to field, the logging-to should also remove that person.

• If you add someone to the to field, but remove them from the logging-to information, then the person will still be kept in the to field.

• Any subsequent people added to the to field should still be captured in the logging-to information.

 

For Example: A person should be able to email someone without logging to that person (if they so choose). However it doesn’t make sense to log an email to a person that you aren’t emailing in the first place

 

For Non-Email Actions

 

• The To field should always map back to the logging to information. If a user updates the to field, the logging name updates to reflect the correct person. If the logging-to Name field changes, then the “to field” should change to match it.

• You can only select one person at a time for the non-email actions, cannot log to multiple people, or add multiple people in the to field.

• You can log a non-email action to an account/opportunity (i.e. a related to object) without identifying a person.

 

Advanced Search: You can click advanced search to expand the ability to search for Salesforce records. 

 

• When using advanced search, the logging info will continue to open in advanced search until you deselect all name and related to. 

• Advanced search should be used from then on out to adjust the logging conditions.

 

Actions for Admin

How Activities log back to Salesforce

Salesforce Task Type

Action types can be mapped by admins in Manage My Org to use Salesforce standard and custom Task Types. The available options to choose from will be determined based on what is available to your org within Salesforce > Setup > Object Manager > Task Object > Fields and Relationships > Type (API Name = Type). If you choose not to set the task types in Manage My Org, then we will use the salesforce default set for this field or whatever is defined by the Groove Template used. 

Configuring Salesforce task type mapping

• Next to the corresponding Action Type, select the default task type you'd like users to be presented with within the Action window. The available options in this picklist will be based on the ones configured in Salesforce under the Task object. You can add additional task type's by referencing the following Salesforce help article. 
• Default Behavior: None will be selected and default mapping from Salesforce will be used instead. Typically orgs will have "Call" as the default task type for non-emails, and "Email" as the default task type as the "Send Email Default" 

 

 

Choose an option for the visibility of the task type within the Action Window:

 

• Hidden: Users cannot see the Salesforce task type picklist within the Action window, but all logged Action types will follow the mapping shown in the table above if defined. 
• Read-Only: Users can view the Salesforce task type picklist within the Action window, but it cannot be edited.  
• Editable (Default): User can choose a different Salesforce task type from the default mapping in the table provided. However, they will still be presented with the default value and will only need to update it on an as-need basis. 

 

Activity Subject

When an action is completed it becomes an activity in Salesforce. Before it is completed, it only exists in Groove. The table below describes how activities are logged back depending on the activity type and source. 

Activity Body

 

• Tasks- the body of the task instructing you about what needs to be done. 

• Emails - the body of the email that was sent

• Calls - the call notes left by the user in the dialer or within the action window.

• SMS - the body of the sms message that was sent

• LinkedIn InMail - the body of the message from the original action. Note: users can edit the body of the action once they copy it into LinkedIn, the logged activity may or may not match what was originally in the Action. 

• LinkedIn Connect - the body of the message that you want to send when making the connection request. Note: users can edit the body of the action once they copy it into LinkedIn, the logged activity may or may not match what was originally in the Action. 

• Sendoso - No action body - we will present the Sendoso iframe and log that the activity took place. 

• In Person Visit - the body of the task instructing you about what was done

 

Integration Support for Actions: 

• Vidyard - Supported everywhere
• Highspot - Supported everywhere
• LinkedIn - Supported everywhere
• Seismic - Not supported in the Extension (i.e. from Gmail or Salesforce)
• Sendoso - Not supported in Outlook Desktop