---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Create call form

# Create new callback form {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Field descriptions for the Create New Callback form for CRM Touchpoints.
{#create-call-touchpoint-form__table_dg5_pwl_33c__entry__2}

| Field | Description |
|-|-|
| Number | System-generated unique identifier for the callback record starting with prefix CAL. |
| Short description | Brief summary of the purpose of the call. |
| Reason for the call | Reason or context for the callback. The available options are: * None (default) * Product Issue * Order Issue * Billing Issue * Customer Survey * Other issue * Sales Discovery * Product Feedback * Customer Relationship Building {#create-call-touchpoint-form__ul_o14_cxl_33c} |
| Callback context | This field is automatically set to the CRM touchpoint from which the callback was created. |
| Priority | Priority level of the callback. The available options are: * None (default) * 1 - Critical * 2 - High * 3 - Moderate * 4 - Low * 5 - Planning {#create-call-touchpoint-form__ul_ugn_jxl_33c} |
| Assigned to | Agent responsible for making the call. |
| Due date | Date and time by which the call should be completed. |
| Callback number | Phone number to call. |
| Outcome | Result of the call, recorded after the callback is completed. The available options are: * None (default) * Resolved * Timeout * Max attempts exceeded * No show * Cancelled by agent * Technical issue * Picked up * Interested * Left Voicemail * Rescheduled * Other |
| State | Current state of the callback record. The available options are: * Open * Work in Progress * Closed Complete * Closed Abandoned * Cancelled |
| Description | Optional additional details about the callback. |
| Work notes | Internal notes about the callback, visible only to team members. |
[ ]

{#create-call-touchpoint-form__table_dg5_pwl_33c}
**Related tasks**   

* [Schedule a call from a touchpoint](https://www.servicenow.com/docs/WXJSu8R2Sq~9r4GmNANGCg "Plan and track customer calls to organize and manage follow-ups and outreach and maintain a complete interaction history.")