We need to Talk about Notes in Salesforce

📋 Video Summary:

This video addresses best practices for note-taking in Salesforce, especially when using PhoneBurner for dialing. The speaker emphasizes that putting detailed contact notes in call activity comments buries important information, making it harder to quickly understand the status of a contact. Instead, they recommend using either:

• The built-in Notes feature in Salesforce, or

• Custom large text fields on the contact record (e.g., separate note fields for SDRs and AEs).

PhoneBurner supports both methods, allowing reps to view these notes directly during a dial session. If notes are stored in custom fields or the standard Notes feature, they can be made visible in the dialer layout. Even if notes are still in call activity comments, PhoneBurner will surface them in the dial session, but this method is discouraged.

The video also demonstrates how easy it is to create a new note during a dial session using the "Create Note" button, ensuring the note is saved to the contact record and visible in both Salesforce and PhoneBurner.

🏷️ Tags:
note-taking best practices, Salesforce notes, PhoneBurner dial session, SDR notes, AE notes, contact management, sales efficiency, custom fields, contact record visibility, CRM organization

🧹 Cleaned-Up Transcript:

We need to talk about notes.

Every day, I speak with individuals and leaders using Salesforce, and I consistently hear that detailed notes about a contact are being buried in the comments section of call activities.

I get it—when a rep logs a new call, it's easy to just toss in notes as comments. But here’s the problem: now you've buried important contact-specific notes an extra layer deep. If I want to figure out where I stand with a contact, I have to open each past call activity just to get the full picture.

That doesn’t fly with me.

Instead, you should be taking advantage of:

1. The Notes feature built into Salesforce, or

2. Custom large text fields on the contact record.

These custom note fields can be tailored to the role—for example:

• An SDR Notes field used by the SDR team.

• An AE Notes field used by Account Executives.

But by all means, do not bury contact-specific notes inside call activities. Notes should live as close to the contact record as possible, so you're not digging through past activity to find critical info.

Here at PhoneBurner, we’ve got your back. Regardless of where your team is placing notes:

• If you’re using large text fields, they can be added to your layout and will be visible during dial sessions.

• If you’re using Salesforce’s Notes feature, those will be automatically visible during dialing.

• Even if you're still using call activity comments, PhoneBurner will surface those notes in the dialer—but again, we don’t recommend this.

Creating a note during a dial session is easy:

• Click Create Note,

• Add a title and body,

• Click Save.

That note gets logged to the contact, is visible in Salesforce, and you’ll see it in future dial sessions—so you always know where you stand.

Thanks for watching! I hope this helps your team get more done in less time using the power of PhoneBurner.

Happy dialing!