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Logging screening activity in Salesforce

Screeners communicate with applicants and references outside of the screening interview on a regular basis. It is important that all relevant outreach and communications are logged in Salesforce. Logging the activity ensures that other employees and screeners have access to the applicant's progress in screening, previous communication and special circumstances as applicable. Activity logs provide helpful context and can paint a clear picture as to the relationship the applicant has with the screening team. Logging activity also shows that a screener has been diligent about following up with the applicant. 

Where to log:

  • The “Activity” tracker on the right side of the mentor application (for logging emails and calls made to/from the applicant)
  • The “Deadline Note” field (for logging when an applicant is pre-deadlined or deadlined)
  • The “Match Notes” field (a brief, low inference note should be logged here any time an applicant is withdrawn or rejected)
  • The “Background Check Note” field (only for background check notes, or Bay Area TB or Volunteer Form related notes)
  • In Outlook via the Salesforce Lightning widget (emails logged via the Outlook widget will show up in the “Activity” tracker)

What to log:

  • Calls made to the applicant
  • Calls made to the applicant's references
  • Emails sent to the applicant including reminders about next steps, rescheduling correspondence, clarification correspondence, etc
  • Manual emails sent to the applicant's references or an email asking an applicant for new references
  • Incoming emails or calls from the applicant, especially those with updates or withdraws
  • Emails from an applicant asking to reschedule an interview, fingerprinting or other appointment, especially if this is becoming a pattern
  • Outreach attempts to a hard to contact mentor or a mentor who has missed an appointment
  • Emails from an applicant asking a clarifying question about information/circumstances that could impact matching or acceptance into the program
  • Predeadline or deadline emails to an applicant (Add the date they were predeadlined/deadlined AND the date the next step will take place if you don’t hear from the applicant. Ex: “5/15/2018 Predeadline email sent, need to hear back by 5/23/2018 before deadlining /EA”)
  • Background check-related updates like rescheduling an applicant who needs a reprint, details on a background check investigation, or TB related information
  • In-person interactions with the applicant (such as notes from an orientation facilitator)
  • A rejected mentor follows up after being notified of the rejection

When not to log:

  • A mentor asks a clarifying question that won’t impact matching or acceptance into the program
  • A mentor is thanking you/ no real content to the message

How to log:

  • Emails sent through the email widget in the mentor application automatically logs the email in the Activity history tracker. For more information about how to use the email widget in Salesforce, see these helpful articles.
  • To log a note in the Deadline Note, Background Check Note, or Match Note fields, simply write a note in the appropriate field and hit “Save”. Remember to add the date and your initials to each note (Ex “1/14/2020 Applicant confirmed via email that she will be able to attend Go Pass on 1/16 /KB”) 
  • After sending or receiving an email in Outlook that should be logged, click the Salesforce Lightning icon in Outlook (the “cloud” icon in your top menu bar). This will open the Lightning sidebar. Type in the applicant's name in the search bar to find the correct mentor application (not the contact), and click on it. Then click the “Log” button next to the mentor application name and hit Save. This will log the activity in Salesforce. For more details on how to log using the Outlook widget, and instructions for installing the Salesforce Lightning Outlook plugin, see this article
  • After sending or receiving a phone call (or to log an in person interaction), find the Activity tracker on the right hand side of the mentor application. Click "New Task" and then fill out the relevant information. Try to use a descriptive Subject line (ex. instead of “Call” write “Spoke to applicant re TB form” or “Left voicemail for reference Peter Jones”). For “Due date” put the date you had the interaction. For Status, pick “Completed”, and for Activity Type pick the correct type (email, call, in person, etc.)  In the “Description” or “Comments” field, you will write a brief description of the interaction including what was said, next steps that were decided, and any other relevant information that might be good to know for the future. Click "Save" to save your note and exit.
  • If you are experiencing problems with the Salesforce Lightning plugin for Outlook or any other issues with logging activity, reach out to the iMentor Salesforce team at [email protected] or via the #support-salesforce slack channel, so they can help address the problem. In the interim, you can copy and paste the email you sent and log it as a “Task” as noted above. This is also useful if you need to move notes from a Walk-in application to a completed SAI/SAC application, since emails sent via the email widget on the application page cannot be moved. In those cases you can copy/paste notes or write a quick summary as a “Task” on the new application. 

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Things to remember when logging an Activity in Salesforce:

  • Always log to the Mentor Application, not the Contact record
  • Add follow up dates and deadlines as necessary
  • Include enough details so that screeners who have access to the record later have all relevant information (this is especially important for any negative or “flag-worthy” interactions)
  • Add date and your initials to all notes 
  • When in doubt, it’s better to log than not to!