Can someone explain why Salesforce’s standard Activity Management is as terrible as it is? A basic requirement of, “I want to log a single phone call and relate it to the 3 cases I discussed with my customer” should not be as complicated as it is. Just let me log a call against multiple non-person records. It’s a core requirement to almost every implementation, and it’s always a headache.

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How often do you need to attach more than one case to a call? Is it the norm or exception? Are these cases related - could you potentially use parent case in that instance?

You may need some customization to your desired functionality. Perhaps look at the interaction summary data model for some ideas.

likesmart

Agreed here. From a data model perspective, it doesn’t make sense to make a many to one relationship with multiple cases to a call. There should be some type of hierarchy with Cases to contain related cases to view all the information appropriately.

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It's like a decade old and has a relatively unique data model compared to most standard objects.

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Are the Cases not related to a contact?

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Love this thread. The beauty of Salesforce is not to customize it to all hell but how to accommodate requirements as best as you can using the standard data models.

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Interaction summaries fixes this

That's financial service cloud specific functionality.

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