Call Notes in Salesforce and Five9

Study Notes

Call Notes Purpose

Call notes are recorded in the comments section of the Five9 Softphone or on the call activity in Salesforce after a call ends.
Notes include:
- Who was contacted
- Reason for the call
- Outcome of the call
The notes should be detailed enough for another employee to understand the previous conversation even if the original employee is unavailable.

Required Systems

Salesforce
Five9 Softphone

Call Note Examples

Order Placements:
- Include the name of the individual placing the order, the product ordered, whether it was an autoship or one-time purchase, verification of the address, and the shipping method chosen.
- Example: "Spoke to "owner's name" placed an order for Interceptor 6 pack for Spike, every 6 month autoship, standard shipping, confirmed address with owner."
Practice Portal Inquiries:
- Typically related to clinic calls.
- Include the individual's name at the clinic, the issue encountered in the Practice Portal, whether it was resolved during the call or if additional support was needed.
- Example: "Staff's name" called regarding PIMs linking issue for "pet/owner's name" Manually added PIMs ID into SF and confirmed that they were able to see that it is now linked."
Clarifications:
- Include the subject of the clarification, the person contacted, and the outcome.
- Example: "Spoke to "owner's name" asked if they were pet sharing Interceptor, yes, sharing with "insert pet's name, weight, DOB" or LVM for owner asking if they are pet sharing Interceptor, will need patient name/weight/DOB when owner calls back."
Clinic Callbacks on Clarifications:
- Include who called from the clinic, the patient's name if applicable, and the team member they were transferred to for clarification.
- Example: "Staff's name" called regarding clarification for "pet/owner's name" transferred to WW RPh (insert name) for clarification."
Track Order:
- Include who you spoke to, the order number, and the tracking information.
- Example: "Owner's name" called regarding "order number".Per USPS tracking should arrive "insert date".Or "Owner's name" called regarding "order number" still in process pending vet approval, verification, compounding, etc."
Update Existing Order:
- Include who you spoke to and the details of the requested update.
- Example: "Owner's name" called regarding "order number", requested to update shipping method/address/etc
Billing Inquiry:
- Include who you spoke to, the order number, and the reason for the inquiry (e.g., coupon issues, pre-authorization holds, invoices).
- Example: "spoke to "owner's name", they were calling regarding a pending authorization hold on "order number" explained to owner that pre-auth happens automatically when order is placed, but the charge won't go through until after the order has shipped." For canceled orders: "explained to owner that the pre-auth should fall off within a few business days depending on their bank."
Autoships/Refill Reminders:
- Include the pet's name, the medication, and details about the request (e.g., LVM refill reminder, autoship migration, one-time order, confirmed address, registration).
- Example: "LVM refill reminder for "pet name/RX name" or LVM autoship migration for "pet name/RX name" or Spoke to "owner's name" regarding refill reminder for "pet name/RX name" placed one time order with standard shipping, confirmed address or Spoke to "owner's name" regarding autoship migration for "pet name/rx name", helped register account and enter payment/address information through migration page. Confirmed next order date."
Transferring a Call:
- Include the caller's name and the reason for the call along with the team member they are transferred to.
- Example: "Owner's name" calling Jessie back regarding email case/billing issue/etc, transferred call to Jessie