Schedule a call from a touchpoint
Plan and track customer calls to organize and manage follow-ups and outreach and maintain a complete interaction history.
Before you begin
The Omnichannel Callback for Customer Service Management (com.sn_omnichannel_callback) application must be installed with CRM Touchpoints to enable the click-to-call feature so agents can call customers from the touchpoint record.
Role required: sn_crm_touchpoint.touchpoint_writer
Procedure
Navigate to Workspaces > CSM/FSM Configurable Workspace.
Select the List icon
.
Navigate to Touchpoints > All Touchpoints.
Open the touchpoint record.
Navigate to the Scheduled calls tab.
Select New.
On the Create New Callback form, fill in the fields.
For a description of the field values, see Create new callback form.
Select Save.
Result
The call is scheduled and can be tracked from the touchpoint's Scheduled calls tab.
Parent Topic:Using Activity Management
Related topics
Configuring Activity Management
Install Omnichannel Callback for Customer Service Management