Adding your own fields to Calls in Zoho CRM
Record a call's outcome, next step or anything else your team needs: custom fields on Calls, and when a separate module is the better home.
Zoho CRM's Calls module records the basics: subject, type, start time, duration, purpose and a description. Most teams need a little more. A call outcome such as "Hung up", "Quote requested" or "Call back" is the classic example, because it is the field you will want to report on later.
Add custom fields to Calls
Calls is a module like any other in the layout editor, and you can add your own fields to it.
- Go to Setup → Customization → Modules and Fields and open Calls.
- Open the layout your team uses.
- Drag in the fields you need. For an outcome, use a pick list with a short, fixed set of values rather than free text, so reports group cleanly.
- Save the layout.
The new fields appear in the Log a Call form and on every call record, and you can filter, report and build workflows on them like any other field.
Keep the form short
Every field you add is one more thing to fill in after each call. A good rule: add a field only if someone will filter or report on it. Use the standard Description for free-form notes, and pick lists for anything you want to count.
It is also worth checking whether a standard field already covers the need. Call Purpose and Call Result may be enough once their pick-list values are edited to match how your team works.
When a separate module is better
Sometimes a call carries more structure than a few fields: a discovery call with a dozen qualification questions, or a support call with several products discussed. A custom module, say Call Details, linked to the call's Contact or Deal, can hold that.
Bear in mind that a custom module's records are not activities. They won't show in Zoho's Activities views or the activity reminders. Keep the call itself in Calls, and use the custom module only for the detail.
Reporting on outcomes
Once outcomes are a pick list, a simple report on Calls grouped by outcome and owner shows who is reaching decision-makers and who is leaving voicemails. Add it to a dashboard and you have a weekly view of call quality without asking anyone to fill in a spreadsheet.
Need help designing your call logging? Get in touch.