---
sourceDocument: Australia Sales and Order Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/order-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Sales and Order Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Schedule calls

# Schedule a call from a touchpoint {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

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

## Vorbereitungen

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](https://www.servicenow.com/docs/access?context=install-csm-omni-callback-app&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).

Role required: sn_crm_touchpoint.touchpoint_writer

## Warum und wann dieser Vorgang ausgeführt wird

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.

## Prozedur

1. Navigate to WorkspacesCSM/FSM Configurable Workspace.
2. Select the List icon .
3. Navigate to TouchpointsAll 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](https://servicenow-prod.fluidtopics.net/ih5jfYhG9RVkRJwh39XScw "Field descriptions for the Create New Callback form.").
7. Select Save.

## Ergebnisse

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