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Welcome! This group is dedicated to your success with Salesforce Sales Engagement. Join the conversation here to stay up to date on the product, learn best practices, and everything in between. Use this group to review resources, ask questions, help each other, and share experiences. --------------------------------------- This group is maintained and moderated by Salesforce employees. The content received in this group falls under the official Forward-Looking Statement: http://investor.salesforce.com/about-us/investor/forward-looking-statements/default.aspx
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Vikas Nimmala (Salesforce Lightning Developer/Administrator at Foodja)
Sep 24, 4:28 AM

Engagement History in the new LWC list views  

  

The Engagement History column is no longer supported in the new LWC list views. Salesforce Support confirmed that the current option to get it back is to disable LWC list views, which is an org-wide change.

 

I couldn't find an existing IdeaExchange request for this, so I created one to bring Engagement History back to the new list view experience for Leads, Contacts, and Person Accounts.

If your team uses Engagement History in list views, please consider upvoting the idea:

Bring Engagement History Back to the New List View Experience 

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Jeffrey Jones
Sep 1, 2023, 6:48 PM
Create Cadence via API

I'm trying to create a Cadence (ActionCadence) via Postman using SObject Create and I receive the error [{'message': 'entity type cannot be inserted: Cadence', 'errorCode': 'CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY', 'fields': []}]. 

 

I can create Cadences via the UI with no issues. 

 

Is it possible to create ActionCadence and ActionCadenceSteps via the API? 

 

I'm trying to solve for a use case where I have a sequence of 3 emails that should be generated over a week and automatically sent. Each email in the sequence contains unique content for the prospect. I want to create a new Cadence record via the API for each Prospect, create unique email templates via the API (no issues here), create the Cadence Steps via the API and assign the unique template to each email step, then enroll a single Prospect into their designated cadence.

 

Thanks!

8 answers
  1. Victor Weilin Liu (Salesforce)
    Sep 8, 2023, 4:18 PM

    We don't support programmatically creating cadences yet. It's something we are looking at though for future roadmap (safeharbor)

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Kathy Livingston (Solution Architect at Access Corp)
Aug 19, 6:46 PM
Anyone else notice on production that the click counts that displayed under My Feed on the Work Queue are no longer visible.

This stopped working  as of 8/6/26 but was definitely working 2 weeks before.   Anyone else experience this?  They referenced this article;  https://help.salesforce.com/s/articleView?language=en_US&id=release-notes.rn_sales_sales_engagement_on_core.htm&release=262&type=5.

5 answers
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sreerenjini menon (Marketing Operations Manager at Netrix Global)
Jan 7, 2025, 3:19 PM
How to send bulk list emails using an email template already built ?

Hi,

 

We are trying to figure out an option that would enable our sales users to send emails to their lists with a pre-built HTML email. Is it possible through sales engagement? How can we execute this?

@* Sales Cloud - Best Practices * 

3 answers
  1. Alex John
    Aug 25, 7:21 PM

    Hey, you can do this with List Emails in Sales Engagement. Just select your list, choose the HTML template you’ve already built, and send it out from there. Works pretty well for bulk sends to contacts or leads. Let me know if you run into any issues setting it up. 

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Tal Badehi
Aug 24, 3:19 PM
Custom cadence reports

Apologies if already answered - I'm asked to report on the following metrics for cadences created in my org:

  • Responses/replies
  • Meetings booked
  • Opportunities created from Sales Engagement cadences

How would you go about reporting on these? only thing I can find out of the box is cadence tracker object which does not seem capture these details. Any help is highly appreciated. 

 

Thanks, Tal

1 answer
  1. Kundan Kumar Jha (Infosys)
    Aug 24, 4:58 PM

    Hey Tal, 

     

    Salesforce has a built-in report for this: Cadence and Lead Outcome Reports, shows lead conversion and opportunity value from cadences, covers your "opportunities created" need directly. 

     

    For replies, use the Email Engagement report (shows reply counts per prospect) plus the Call response report if you're tracking call replies too. 

     

    Meetings booked isn't natively tracked as a discrete metric, meetings are just Events. You'd need a Custom Report Type joining Cadence Tracker to Event to isolate meetings created during a cadence. 

     

    Check Sample Sales Reports folder first, most of this is prebuilt there. 

     

    Reference:

    https://help.salesforce.com/s/articleView?id=sales.hvs_reports_cadence_lead_outcome.htm&language=en_US&type=5

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Elizabeth Kuehne (Growth Operations Coordinator at Provider Trust)
Oct 13, 2023, 12:49 PM
Cadence record step titles

Hello!

 

On the cadence record in the related tab we can see the cadence steps but they are out of order. Is there anyway to see these steps in order? 

Cadence record step titles

4 answers
  1. Michael Brown (Salesforce) Forum Ambassador
    Oct 16, 2023, 2:28 PM

    Hi Elizabeth, I would update the Cadence page layout, go to the Cadence Steps related list and see if you can change the sort order for how the steps are listed. It looks like your Step Title is in order, so if you sort on that field in ascending order, that will hopefully do the trick.

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Willow Liroff (Mktg Systems Mgr at Collaborative Classroom)
Aug 3, 7:18 PM
Customizing/removing picklist options in "Remove from Cadence" pop-up?

I am trying to customize the picklist option "Reasons" when a user clicks "Remove from Cadence" for contact records. In researching, is it really not customizable? What is the easiest way to replace these with ones that are relevant to our business?

2 answers
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Mille Bonekamp (Application Manager at IXON) asked in #High Velocity Sales
Jul 20, 1:34 PM
Sales Engagement component

Hi,  

 

I've been trying out Sales Engagement in a developer org and I'm wondering how the lightning page component works exactly. When I add contacts to a cadence, I see the activities there when I'm on an account for example, but I also see a button for 'load engagements' for the last 90 days. Am I correct to assume that this hows how often that contact has engaged with anything like Email / Tasks / Events?  

Sales Engagement component

 

What I'm trying to figure out, is if it's something that'll only cause more confusion for our users, should we want to implement it in the future. We use Einstein Activity Capture but we don't want to use the other features like Voice etc.  

 

Any experience with Cadences / Sales Engagement?  

 

Thanks! 

 

@* Salesforce Sales Engagement *

 

 

#High Velocity Sales

1 answer
  1. Sarah E (Self)
    Jul 27, 1:29 PM

    @Mille Bonekamp

    correct, the Load Engagements button will expand to display five categories - calls, emails sent, email replies, link clicks, and opens. You can then click on those icons to further expand the timeline to see related records.  

    It's basically what you see in the Activity Timeline but in a different format. 

     

    The setup for Sales Engagement is fairly customizable in that you don't have to turn on everything if you don't want to... we only use it with EAC for emails. We don't have a telephony solution connected to it, I never turned on Insights because I think it's garbage, we didn't do lead scoring.. you really only need to focus on the Automate and Email tabs of the setup. 

     

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Jo Reddy
Mar 25, 12:57 PM
How to associate Zoom Phone call logs with Salesforce Cadence tasks?

We’re currently testing Zoom Phone with Salesforce Sales Engagement (Cadence) and have run into an issue with call logging. 

 

When a user clicks dial, Salesforce’s “Log a Call” screen appears as expected. However, the logged Zoom Phone call log is not being associated with the existing Cadence task. 

 

Additionally, Zoom Phone provides a call disposition feature, but when used, it creates a new task instead of updating/completing the existing Cadence task.(Based on config, we can enable/disable this feature to create a seperate task for Zoom Phone calls) 

 

Questions:

  • Is there a way to associate Zoom Phone call logs with the existing Cadence task?
  • Can Zoom call dispositions be tied back to the Cadence task instead of creating a new one?
  • Are there any recommended best practices or workarounds for this integration?

Appreciate any guidance or insights from others who have implemented this setup. 

 

Thank you!

2 answers
  1. Ashley Gray (Salesforce)
    Jul 16, 12:06 PM

    We've run into similar call logging scenarios when integrating telephony with Salesforce. In many cases, the phone system creates its own Task record, which doesn't automatically update the existing Sales Engagement Cadence task. 

    If keeping call logs tied to the same Salesforce workflow is important, it's worth looking at how the CTI integration handles task updates and activity logging. 360 CTI is one option that supports Salesforce-native call logging and configurable activity association, so it may be useful if you're evaluating alternatives or need more flexibility than your current setup provides. 

    It would also be interesting to hear if anyone has been able to achieve this with Zoom Phone using configuration alone. 

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Dana Breakstone
Jun 27, 9:30 PM
Cadence Step Timing & Listeners

Hello - I can't track down documentation for this, and I'm trying to understand how listeners and step timing interaction. I am also receiving an error when I try to set the listener for less than 24 hours (it seems) between automated steps.  

 

Question 1:

  • Is this a known limitation that you need 24 hours between automated email steps?
    • If it's manual step (call or email) can you use less than 24 hours?

 

Question 2 (which is my main workflow/question):

  • Using the example workflow/scenario below, how do I need to setup the listener and follow step timing? 
    • Do I need to set the next step to "immediately" or should it be set to "12 hours" as per the following example?
  • Example
    • Step 1: Automated Email immediately after added to cadence
    • Step 2: Listen for "email link clicked" for 12 hours and proceed to next step after 12 hours
    • Step 3: Send automated email directly after listener expires if link is NOT clicked, otherwise end cadence if it was after time expires.

 

This is a false example, as the case I am trying to get after is actually 24 hours; however, when I was trying to test via an expedited test cadence using 2 through 12 hour timing, I received the 24 hour error, hence the test example I am using, and the additional question above.

1 answer
  1. Saurabh Kumar (Cloud Matrix Consulting Pvt Ltd)
    Jun 28, 4:08 AM

    Hi @Dana Breakstone,

    Based on my experience with Sales Engagement Cadences:

    Question 1

     

    The 24-hour restriction generally applies when you have consecutive

    automated email steps. Salesforce enforces sending limits and cadence timing rules to prevent back-to-back automated emails within a short period. Manual steps (such as Call, Custom Task, or Manual Email) are typically more flexible and don't always have the same restriction, although other cadence rules may still apply.

    Question 2

     

    For your workflow, the listener duration and the next step timing work together. If your listener is configured to monitor

    Email Link Clicked for 12 hours, then the follow-up automated email should generally be configured to occur immediately after the listener expires, rather than adding another 12-hour wait.

    For example:

    1. Automated Email (Immediately)
    2. Listener: Email Link Clicked (Wait 12 hours)
      • If clicked → End Cadence (or branch accordingly)
      • If not clicked after 12 hours → Continue
    3. Automated Email (Immediately after listener expiration)

    This avoids introducing an unnecessary additional delay. If you set Step 3 to "12 hours," the prospect would actually wait approximately 24 hours (12-hour listener + another 12-hour delay).

    If you're seeing the 24-hour validation even during testing with shorter intervals, it may be due to the platform's minimum interval requirement between automated email actions rather than the listener itself. I'd be interested to know if anyone has found an official Salesforce document that explains this validation in detail.

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