Logging Communication
Guide to assisting you through client communication and logging interactions
Summary
Client interactions must be logged and since there are different types of Backup Care communication, so let's make sure we're logging all of them. Client interactions include clients, and potential clients that have not yet enrolled in the benefit and call into one of our Backup Care lines or through email communication.
Include details of your call about a pending, cancelled or fulfilled request. Use the action Contact with Client
Log a Call
In most cases, the interaction (call or email) would be logged in the CSR or Back Office request. If there are no requests associated with the call, log the call in Salesforce. Calls should be logged as their own action and not linked to other actions.
Click save to add actions and notes to the Action History
In-Home Request
in-Home PROCESS
MDJ? Save!
Add Key details
Log ACtions
IF MDJ, click Sync-multi-day job to log notes in ALL requests
Select Save
Log all details of the call
Including information or timelines that you shared with the client
Use the drop down to select “Delivered first update” OR “Contact with client” based on when and how contact was made
in-Center CSR PROCESS
MDJ? Save.
Add Key details
Click Add Action
IF MDJ, click Sync-multi-day job to log notes in ALL requests
Select Save.
Log all details of the call
Including information or timelines that you shared with the client
Use the drop down to select “Employee called or Emailed" based on when and how contact was made
in-Center Back Office PROCESS
Save Information
Add Key details
Click Add Action
Click Save Information in the right hand corner of the request.
Log all details of the call
Including information or timelines that you shared with the client
Select "Contact Inquiry" (for inbound calls) or "client contacted for update" or "updated client 1st time" from the drop down based on when and how contact was made
Knowledge Check
Salesforce Process
Logging Client Communication
If a call is not associated to an existing request, calls are logged in Salesforce
If able, collect the following information in the Log a Call notes:
- client first and last name
- client phone number (or at least the number the call came in on)
- client email address
You may have to create a brand new case to log a call, if there is not a case associated to the subject matter of the call.
Call details are important to log in accurate places for auditing and reporting purposes
Once completed, remember to Update Case to Closed. It's good practice to check the status.
Did you include ALL relevant information discussed in the comments box?
Knowledge Check
Thank you!
Logging Communication
Education Team CEX
Created on October 9, 2025
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Transcript
Logging Communication
Guide to assisting you through client communication and logging interactions
Summary
Client interactions must be logged and since there are different types of Backup Care communication, so let's make sure we're logging all of them. Client interactions include clients, and potential clients that have not yet enrolled in the benefit and call into one of our Backup Care lines or through email communication.
Include details of your call about a pending, cancelled or fulfilled request. Use the action Contact with Client
Log a Call
In most cases, the interaction (call or email) would be logged in the CSR or Back Office request. If there are no requests associated with the call, log the call in Salesforce. Calls should be logged as their own action and not linked to other actions.
Click save to add actions and notes to the Action History
In-Home Request
in-Home PROCESS
MDJ? Save!
Add Key details
Log ACtions
IF MDJ, click Sync-multi-day job to log notes in ALL requests Select Save
Log all details of the call Including information or timelines that you shared with the client
Use the drop down to select “Delivered first update” OR “Contact with client” based on when and how contact was made
in-Center CSR PROCESS
MDJ? Save.
Add Key details
Click Add Action
IF MDJ, click Sync-multi-day job to log notes in ALL requests Select Save.
Log all details of the call Including information or timelines that you shared with the client
Use the drop down to select “Employee called or Emailed" based on when and how contact was made
in-Center Back Office PROCESS
Save Information
Add Key details
Click Add Action
Click Save Information in the right hand corner of the request.
Log all details of the call Including information or timelines that you shared with the client
Select "Contact Inquiry" (for inbound calls) or "client contacted for update" or "updated client 1st time" from the drop down based on when and how contact was made
Knowledge Check
Salesforce Process
Logging Client Communication
If a call is not associated to an existing request, calls are logged in Salesforce
If able, collect the following information in the Log a Call notes:
- client first and last name
- client phone number (or at least the number the call came in on)
- client email address
You may have to create a brand new case to log a call, if there is not a case associated to the subject matter of the call.Call details are important to log in accurate places for auditing and reporting purposes
Once completed, remember to Update Case to Closed. It's good practice to check the status.
Did you include ALL relevant information discussed in the comments box?
Knowledge Check
Thank you!