---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Schedule a callback for a customer

# Schedule a callback for a customer {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Schedule callbacks on behalf of customers from CSM Configurable Workspace.

## Antes de Iniciar

Ensure the following:

* Customer Service Management (CSM) \[com.sn_customerservice\] plugin is activated
* Omnichannel Callback for Customer Service Management (com.sn_omnichannel_callback) plugin is installed
* Appointment booking \[com.snc.appointment_booking\] plugin is installed (automatically installed with omnichannel callback \[sn_callback\] plugin)
* System property sn_callback.enable_agent_scheduled_callback is enabled

{#agent-scheduled-callbacks__ul_vlp_sxl_33c}

Role required: sn_omni_callback.callback_writer

## Por Que e Quando Desempenhar Esta Tarefa

Agent-scheduled callbacks enable agents to create callback tasks while interacting with customers through any channel such as chat, voice, email, messaging, or case.

## Procedimento

1. Navigate to WorkspacesCSM/FSM Configurable Workspace.
2. Select the List icon (![List icon to view callback list]())
3. Open a case or interaction.  
   Nota:  
   The case must be in the Open state or the interaction must be in WIP state.
4. Select Schedule Callback.
5. In the Schedule Callback widget, enter the required information.
6. Select Schedule

## Resultado

* A confirmation message displays indicating successful callback task creation.
* A callback task is created with the state as Open.
* The callback context shows the related case number (if scheduled from a case).
{#agent-scheduled-callbacks__ul_hjh_fyl_33c}
**Tarefas relacionadas**   

* [View scheduled callbacks](https://servicenow-prod.fluidtopics.net/IkKWeLdiS~MS9tPHfUFC4g "View all scheduled callbacks in a list view and access individual callback records to reschedule or cancel them.")
* [View related callbacks in the contextual side panel](https://servicenow-prod.fluidtopics.net/49XjRKMGxdgT716GRrf0Dg "View and manage active callbacks for a contact or consumer from the contextual side panel.")
* [Reschedule a callback](https://servicenow-prod.fluidtopics.net/54vPw6eZ5mNUxzEcMLAIVw "Reschedule callbacks on behalf of customers when the original scheduled time is no longer suitable.")
* [Cancel a callback](https://servicenow-prod.fluidtopics.net/ZM0j_NM47mHl3vvncS7I9w "Cancel scheduled callbacks when customers no longer require the callback or the issue has been resolved through other means.")