Our organisation is within the Public sector and our Salesforce use will not extend to the Sales Pipeline Standard Objects aspect of the CRM. Instead our custom app will include the recording of different processes against each contact. For example the call types (processes) would be Enquiry, Complaint, Request etc.
I have been struggling to understand/figure out the best design in Salesforce. At the moment the Contact will be related to "Call" custom object which will contain the entire call history via related lists. This in turn will either have a custom object or picklist to determine the "Call Type" of the process. This selection will then make available to the user a form to capture the necessary information for the process, this will be either:
- one Custom Object with many fields to cover all call types but assign Record Types to ensure only the right questions are asked on the right process.
- Use many Custom Objects, one for each call type, allowing for a 1-1 relationship between process and custom object.
At the Contact object we will want to report down through call, call type and any other objects and of course summarise data on dashboards/list views.
Does that make sense, I've been struggling to find much information online and within my dev account I have only really got option 1 working and not suitably yet.
I understand this is a design query and if it is too vague I apologies - please advise if it should be deleted.