Overview
You may notice that the Playbooks Play Step field is set to 0 for records (e.g. leads) that were marked as Rejected in your CRM, while there were activities performed for the same records and you want to know why this is happening.
Information
This may happen when a rep after marking a record as rejected, removes the record from the Play or from Playbooks completely. In this case, status of the record changes to Unenrolled and Play Step changes to 0 according to the current design of the application. If a rep completes all of the steps within a Play and marks the Play as Failed, the Play Step value remains the same (it is not changed to 0).
To get more details about the number of steps completed for a record, you can review record history (by clicking Account History or Lead History in Salesforce) - it will show which fields were updated and when; you will see the previous value of the Play Step field, indicating how many steps were completed by the rep before rejecting the record.
Additionally, you can create a report based on history data in Salesforce. For more information about reports, refer to the article Salesforce Reports: Play Status Reports.
Priyanka Bhotika
Comments