Overview

If a customer calls a rep back or sends an email reply, the rep does not have the ability to find the record in Playbooks to update it if it's a shared record. As a rep, I would like to remove the customer from Playbooks, mark the Play as "successful", or modify anyhow the record based on the response from the customer.

Information

Unfortunately, this is the way Playbooks works by design. However, the feature to Allow reps to view shared records in Playbooks from the record in Salesforce has been logged as an enhancement and will be considered for future releases.

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Legacy Enhancement Jira: PB-3390

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