Configuring and Leveraging Status Reasons

Status Reasons are a great way to consistently capture details when the state of something is changed (open lead -> disqualified, open activity -> completed).  With the additional standardized details, views, reports, and workflows can be developed based on the specific results.  This example outlines how to configure and use status reason on the Phone Call activity.  This same process applies to any activity type, leads, cases, quotes, orders, invoices, opportunities… anything with a status reason.

Closing a Phone Call
In the real world, phone calls can be completed with a variety of results: wrong number, no answer, left message, number not-in-service, or on rare occasions, actually connecting with the intended person.   Out of the box, completed phone call resolutions are somewhat basic: Sent or Received.  

Where this may be enough for some users, it is common to need more detail about the disposition of a call.  To enhance the feature, you can expand the available selection through simple pick list configurations but unlike most pick lists, Status Reasons (statuscode) are bound to the State Code and can sometimes be hard to find. 

How to configure
To add/edit these options, select the specific entity that you want to enhance (Phone Call) and select the Status Reason attribute.  The pick list elements are listed based on the selected state.  You cannot add or edit the state, but you can add/edit the related status reasons. 

For this example, add some common call results: Connected, Left Message, Wrong Number, Bad Number

To the user, this adds to the available options when closing an activity.    Also note that if you use the icon one-click save-as-completed, the default value is used.

Once you are capturing the detailed outcomes, you will want to see the results.  Out of the box, the Status Reason is not displayed on forms or in lists.   You must add the Status Reason column to the form.

How to leverage
So what can you do with this detail?  Since this is standardized input, you can develop automated follow-ups, specialized views, custom reports/dashboards, or execute campaigns/quick campaigns based on the outcomes. 

Add a workflow (on Change Status) that creates a follow-up task when a phone call activity is closed as Left Message. 

Use Advanced Find to create a view or a quick campaign for all contacts that have a “Bad Phone Numbers”

Or use a Dynamic Pivot Table to track the channel effectiveness of a marketing list or quick campaign.

Enjoy Status Reasons!

Chris Regan

Comments (6)

  1. Jason C. Jaan says:

    is there a reason why the Appointment entity doesn’t allow for editing of the status reason?

  2. v-hapell says:

    I’d like to put an ntext "Status Remarks" field on a form, that users are required to fill out if they change the status of the record to "On Hold" or "Aborted".  I can’t seem to find how to do this in my documentation resources.  Anyone have any ideas?

  3. ep says:

    Just wanted to thank you for this post.  I was driving myself nuts trying to figure where this was at.

  4. Steve Noe says:

    We are running into an issue with this with rollup 5. After adding a new Status Reason Code to a custom entity, the get teh famous "An Error has occurred" on the save of the attibute. All know workflows that create this entity are unpublished. Any ideas?

  5. Oliver Barrera says:

    Do we know why is the Appointment Status locked?

Skip to main content