Set up activity purposes and outcomes

A purpose says why a task, call or meeting happens, such as Discovery or Product Demo. An outcome says how it went, such as Interested or Callback Requested.

Your team picks a purpose when they add an activity. They pick an outcome when they mark it complete.

Everyone picks from the same short list, so everyone uses the same words. For example, without outcomes, one salesperson writes "keen" after a call. Another writes "liked it", and a third writes nothing. Their manager can't tell which calls went well. With outcomes, all three pick Interested, and the manager sees it straight away.

Your admin sets up both lists in Settings → Activities.

Before you start

• Permission: View Activity Purposes and Outcomes to see the lists. Create Activity Purposes and Outcomes to add one, Edit Activity Purposes and Outcomes to change one or switch it off or on, and Delete Activity Purposes and Outcomes to delete one. Cloning needs both Create and Edit.
• Plan: Every plan. See Plans and limits.
• Set up first: Nothing.

If you don't have a permission you need, ask your admin. Your team doesn't need any of these to pick a purpose or outcome on an activity.

Where your team picks them

• On a new task, call or meeting, they pick a Purpose.
• On a call's Outcome card, they pick a Result.
• When they mark a task, call or meeting complete, they pick the Purpose and the Outcome. If the activity already has a purpose, it is filled in for them, and they must pick an outcome.

The lists only show purposes and outcomes that are Active and set up for that kind of activity. They are shown in their Order.

Targets can use them too. For example, a target can count the calls that ended as Interested. Flows can also branch on the outcome of a completed activity.

The two lists

Go to Settings → Activities, then Activity Purposes or Activity Outcomes. Each list has two groups at the top, with how many are in each:

• System has the ones every company starts with. You can switch them off, but you can't change or delete them.
• Organization has the ones your company added. You can change and delete them.

To see only tasks, calls or meetings, select Tasks, Calls or Meetings next to them, with how many of each. Select it again to see all. Type in Search to find one by name or description. A coloured edge on each row shows its type.

Purposes you start with

Each one is only offered for the activities it suits. For example, Product Demo is only offered for meetings.

Outcomes you start with

You can add your own outcomes for tasks and calls. For meetings, you can only use the outcomes above.

Add a purpose

For example, your company fits solar panels on homes. Your team visits every home before sending a quote. Add a purpose called "Site Visit", so every visit is saved the same way.

1. Open Activity Purposes and select Create. The Create Activity Purpose panel opens.
2. Fill in the fields. Fields marked * must be filled in.
3. Select Create.

Add an outcome

1. Open Activity Outcomes and select Create. The Create Activity Outcome panel opens.
2. Fill in the fields. Fields marked * must be filled in.
3. Select Create.

Targets can use the rating and nature to count only good results. For example, a target can count calls with a Positive outcome.

Change, switch off or remove

Select ⋮ on a row.

• Edit changes one your company added.
• Inactive hides it from new activities. Activate shows it again. This works on System ones too. For example, if your team never runs training, switch Training off to make the list shorter.
• Clone makes a copy called "Name (Copy)" under Organization. To change the words of a System purpose, clone it, edit the copy, and switch the original off.
• Delete removes one your company added. Activities that already use it keep it, but targets stop counting them.

After you add or switch on a purpose, your team may need to reload the page to see it.

Troubleshooting

Related

• Tasks
• Calls
• Meetings