Schedule a call from a touchpoint

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Plan and track customer calls to stay on top of follow-ups and outreach.

    Antes de Iniciar

    The Omnichannel Callback for Customer Service Management (com.sn_omnichannel_callback) application must be installed to enable the click-to-call feature, so agents can call customers from the touchpoint record. For more information, see Install Omnichannel Callback for Customer Service Management.

    Role required: sn_crm_touchpoint.touchpoint_writer

    Por Que e Quando Desempenhar Esta Tarefa

    Create a call record, assign it to yourself or a team member, and link it to a CRM touchpoint for context. After the call, record the outcome and add work notes to maintain a complete interaction history.

    Procedimento

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
    2. Select the List icon .
    3. Navigate to Touchpoints > All Touchpoints.
    4. Open a touchpoint record that you want to work with.
    5. Navigate to the Scheduled calls tab and select New.
    6. On the Create New Callback form, fill in the fields.
      For a description of the field values, see Create new callback form.
    7. Select Save.

    Resultado

    The call is scheduled and can be tracked from the touchpoint's Scheduled calls tab.