Last updated: 2025-12-02
SmartCalendar - Additional Comprehensive Activity Outcomes
SmartCalendar - Additional Comprehensive Activity Outcomes
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The link for this help topic is:
In this Topic ShowHide)
- Overview
- Obtained Permission to Keep in Touch
- Fact Finder Completed/Updated
- Other
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Overview
This topic describes the specific additional outcome options the user
can select in the [Comprehensive
Activity Outcome Wizard](/help/pro/comprehensive/activity/outcome/wizard).
Schedule Call
This outcome option is available in the following dialog boxes:
-
Appointment Completed – Schedule Call
for Follow-up
-
Appointment Not Completed – Enter or
Schedule Call
-
Contact Made – Enter Scheduled Call
View a flowchart)
The user can either create a new Call activity or designate an existing
future Call activity as the follow-up call.
The system checks for any pending calls (i.e., calls still marked Active)
scheduled for the contact. If pending calls exist, the Next button is
enabled, and the user can click it to display a list of the calls in the
Active Calls section list of the wizard. The Select an Existing Future
Phone Call option is selected by default.
The user can tag a call activity from the list to proceed (if there
is only one call on the list, it will be tagged automatically). If the
activity needs to be modified, open the Activity Detail dialog for the call
by clicking its date hyperlink (in the Activity Date column). Then click
the Finish button.
If there are no pending calls, the Active Calls section is hidden, and
the Schedule a New Phone Call option is selected by default.
When the user clicks the Finish
button, the Activity Detail dialog for a new Call activity opens, and the
user can enter the details of the new Call activity.
Schedule Appointment
This outcome option is available in the following dialog boxes:
-
Appointment Completed – Enter Scheduled
Appointment
-
Appointment Not Completed – Enter Rescheduled
Appointment
-
Contact Made – Enter Scheduled Appointment
View a flowchart)
The process for creating a new appointment or selecting an existing
appointment is identical to the process for calls described in the previous
section.
Reschedule Call
This outcome option is available in the Contact Not Made – Rescheduled
Call dialog box. The user selects this outcome if contact was not made
and there is no indication that a future call would be unwelcome.
View a flowchart)
The Reschedule Call Dialog box opens when the user clicks the Next button.
By default, the next day’s date displays in the Start Date/Time field.
The date and time can be edited manually or by using the Pick Date and
Time button. After entering the subject and a description for the new
Call activity, click the Finish
button to reschedule the call.
Reschedule Activity
This outcome option is available in the Appointment Not Completed –
Reschedule Activity dialog box. The user selects this outcome if the appointment
was not completed and there is no indication that a future appointment
would be unwelcome. The activity is marked Done and the activity history
is updated as illustrated below.
View a flowchart)
The Reschedule Appointment dialog box opens when the user clicks the
Next button.
By default, the next day’s date displays in the Start Date/Time field.
The date and time can be edited manually or by clicking the Pick Date
and Time button. After entering the subject and a description for the
new Appointment activity, click the Finish
button. The activity is marked Done, and the activity history is updated.
Obtained Permission to Keep in Touch
This outcome option is available in the following dialog boxes:
-
Appointment Completed – Obtained Permission
to Keep in Touch
-
Contact Made – Obtained Permission
to Keep in Touch
View a flowchart)
Select the Obtained Permission to Keep
in Touch option and then click the Next
button to open the Obtained Permission to Keep in Touch dialog box.
The dialog box consists of two sections:
-
Options (Contact On, Date/Time and
Subject fields)
-
Description
The user can schedule a Call activity after a specific period. The options
available in the Contact On drop-down list are One Week from Today, Two
Weeks from Today, One Month from Today, Two Months from Today, Six Months
from Today, Specific Date, Birthday and Review Date.
If any of the first five options is selected, the date corresponding
to the selected period displays in the read-only Date/Time field.
If Specific Date is selected, the Date field is enabled and displays
today’s date. Edit the date and time manually or use the Pick Date and
Time button.
If Birthday is selected, the date of the contact’s next birthday displays
in the Date field in read-only mode (make sure the contact record contains
the contact’s date of birth). If the contact’s birth date has not been
recorded, this option is not available from the Contact On drop-down list.
If Review Date is selected, the date scheduled for the Call activity
is six months from the contact’s birthday. If the contact’s date of birth
is not entered in the Birth Date field of the Contact, this field is blank.
After selecting the appropriate date, click the Finish
button.
Fact Finder Completed/Updated
This outcome option is available in the following dialog boxes:
-
Appointment Completed – Fact Finder
Completed/Updated
-
Contact Made – Fact Finder Completed/Updated
View a flowchart)
Select the Fact Finder Completed/Updated Additional Outcome and then
click the Next button to open the Fact Finder Completed/Updated dialog
box.
The dialog box contains different fields depending on whether a contact
or business is involved.
Fact Finding for a Contact
The Options section provides a space for updating the contact’s date
of birth. The Spouse Information section includes First Name, Last Name,
Greeting, Income, Birth Date and Age fields.
When the dialog box opens, the Contact’s DOB field is editable. The
user can also enter additional information about the spouse/domestic partner
in the other fields. If the user enters a first and last name, a Dependent-type
contact is created, and the spouse/partner is added to the Household Members
list under the contact’s Household tab, with the role of Spouse. The Dependent
is also added as a Key Relation with the relationship type set to Spouse.
Fact Finding for a Business
This option is used to update the Established On date for a business.
If the Established On field on the business’ Detail content link contains
no data, this field is empty, and the user can enter any date manually
or by using the Pick Date button.
Case Opened
This outcome option is available in the following dialog boxes:
-
Appointment Completed – Case Opened
-
Contact Made – Case Opened
View a flowchart)
Enter notes in the Outcome Notes field and then click the Finish
button. The activity is marked Done, and the activity history is updated
as illustrated in the workflow.
Case Closed
This outcome option is available in the following dialog boxes:
-
Appointment Completed – Case Closed
-
Contact Made – Case Closed
View a flowchart)
Enter notes in the Outcome Notes field and then click the Finish
button. The activity is marked Done, and the activity history is updated
as illustrated in the workflow.
Closing Interview
Select the Appointment Completed – Closing Interview outcome option
and then click the Finish button. Select this outcome if the scheduled
Closing Interview with a particular contact was completed. When a user
selects this outcome, the Case Opened option is automatically selected,
because the case needs to be opened before a Closing Interview with the
contact is scheduled.
View a flowchart)
Sale Made
This outcome option is available in the following dialog boxes:
-
Appointment Completed – Sale Made
-
Contact Made – Sale Made
View a flowchart)
Select the Sale Made option
to automatically select the Case Opened and Closing Interview options.
Click the Next button to open
the Sale Made dialog box.
The Sale Made dialog box has three sections:
-
Options:
This section contains fields for entering the policy/account #, carrier/vendor,
plan/product name, amount, premium and commission.
-
Related
Resources: This section contains information about the resource
role (Potential Revenue, Resource name, etc.), user and opportunity.
-
Buttons:
Prev. Sale, Next Sale, Addl. Sale and Delete.
Enter all information about the sale in the Options section. To add
another sale to the current one, click the Addl.
Sale button and update the necessary information in the Options
section. View or modify the entries that have been made by selecting the
Prev. Sale and Next
Sale buttons. After entering the necessary information, click the
Finish button to mark the activity
Done.
Reject Prospect
This outcome option is available in the following dialog boxes:
-
Appointment Completed – Reject Prospect
-
Appointment Not Completed – Reject
Prospect
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Contact Made – Reject Prospect
-
Contact Not Made – Reject Prospect
View a flowchart)
Enter notes about the rejected outcome in the Outcome Notes field and
then click the Finish button.
When this option is selected, all other outcomes are disabled except for
the Referral Attempt and Enter Obtained Referrals fields.
Selecting the Reject Prospect outcome for an activity changes the contact
type to Reject.
Inactivate
This outcome option is available in the following dialog boxes:
-
Appointment Completed – Inactivate
-
Appointment Not Completed – Inactivate
-
Contact Made – Inactivate
-
Contact Not Made - Inactivate
View a flowchart)
Enter notes about the Inactive outcome in the Outcome Notes field and
then click the Finish button.
When this option is selected, all the other outcomes are disabled, except
for the Referral Attempt and Enter Obtained Referrals fields.
Selecting this outcome for an activity automatically changes the contact
type to Inactive.
Referral Attempt
This outcome option is available in the following dialog boxes:
-
Appointment Completed – Referral Attempt
-
Appointment Not Completed – Referral
Attempt
-
Contact Made – Referral Attempt
View a flowchart)
Enter notes in the Outcome Notes field regarding the Call outcome and
then click the Finish button.
Enter Obtained Referrals
This outcome option is available in the following dialog boxes:
-
Appointment Completed – Enter Obtained
Referrals
-
Appointment Not Completed – Enter Obtained
Referrals
-
Contact Made – Enter Obtained Referrals
View a flowchart)
Select this option to report that an attempt to obtain referrals was
successful. Clicking this option automatically selects the Referral Attempt
outcome option. Click the Finish
button to open the Select Referral Type dialog box.
Select a record type and then click the OK
button to add the details of the contact. The system asks whether the
user wants to add more referrals.
Click the Yes button to open
the Select Referral Type dialog box again and continue adding referrals.
Click the No button to end the
process and record the outcome.
Other
This outcome option is available in the following dialog boxes:
-
Appointment Completed – Other
-
Appointment Not Completed – Other
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Contact Made – Other
-
Contact Not Made – Other
View a flowchart)
Select the Other option when
the outcome of the call or appointment cannot be categorized using the
other outcome options. Enter notes in the Outcome Notes field regarding
the outcome and then click the Finish
button.
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