---
schema_version: "1"
id: e1e9d203e387c700511b5335f59b1b5fd1b21bb8bbd500c81af78978ca14820b
title: Setup and Configuration for Capturing Customer Interaction Outcomes
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/collections_setup_interaction_outcome.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.collections_setup_interaction_outcome.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6417d6d386369e319c62f88ae2f373a94e612b5187bc4228beb6dcd398ba703c
description: The prebuilt action, Capture Collections-Related Interaction, helps collections specialists to capture collections-related interactions and the next steps. For example, a collections specialist can use this action to record an interaction with a borrower after discussing ‌a disputed collection amount that requires investigation. They can also use the action to create a case, and case proceeding records. To set up this action and related flows, add picklist values for the relevant fields on the Collection Plan, Case, and Case Proceeding objects, create object field aliases, customize the prebuilt expression set, and configure field-level security.
products:
  - Industry Solutions
  - Cross Cloud
release: "264"
---
# Setup and Configuration for Capturing Customer Interaction Outcomes

The prebuilt action, Capture Collections-Related Interaction, helps collections specialists to capture collections-related interactions and the next steps. For example, a collections specialist can use this action to record an interaction with a borrower after discussing ‌a disputed collection amount that requires investigation. They can also use the action to create a case, and case proceeding records. To set up this action and related flows, add picklist values for the relevant fields on the Collection Plan, Case, and Case Proceeding objects, create object field aliases, customize the prebuilt expression set, and configure field-level security.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://help.salesforce.com/s/articleView?id=ind.collections_editions_permissions.htm&amp;release=264.0.0&amp;type=5" title="Review the supported products, editions, and permissions for Collections. Then learn how your product handles permissions and how to assign them.">View product and edition availability.</a></td></tr></tbody></table>

- **[Configure Picklist Values and Assign Field-Level Access](https://help.salesforce.com/s/articleView?id=ind.collections_add_cpstatus_picklist_values.htm&release=264.0.0&type=5)**  
    Add the picklist values for the various fields on the Collection Plan, Case, and Case Proceeding objects, and assign field-level access. Enable Business Rule Engine components.
- **[Create Object Field Aliases for Collection Plan Fields](https://help.salesforce.com/s/articleView?id=ind.collections_create_object_field_aliases.htm&release=264.0.0&type=5)**  
    Create aliases for the CurrentDueAmount, Status, and DaysPastDue fields of the Collection Plan object. These fields are used in the prebuilt expression set, Determine Case Eligibility for Legal Proceedings, to verify if the case is eligible for legal proceedings. To use object fields as variables in expression sets, the fields must have field aliases defined.
- **[Clone the Prebuilt Expression Set Template to Determine Legal Case Eligibility](https://help.salesforce.com/s/articleView?id=ind.collections_customize_expression_set_legal_eligibility.htm&release=264.0.0&type=5)**  
    The prebuilt expression set, Determine Case Eligibility for Legal Proceedings, uses the collection plan object fields, such as current due amount, days past due, and status to determine if a case is eligible for legal proceedings. Clone this expression set, and customize the new version based on your business needs.
- **[Customize the Preconfigured Action Launcher Deployment and Enable Interaction Summaries](https://help.salesforce.com/s/articleView?id=ind.collections_edit_deployment_for_event_action.htm&release=264.0.0&type=5)**  
    Edit the Collection Plan Processes deployment in Action Launcher to include the Capture Collections-Related Interaction quick action. Then, turn on Interaction Summary to view customer interactions on a collection plan record page.