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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Schedule calls

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

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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

1. Navigate to WorkspacesCRM Workspace.
2. Select the List icon .
3. Navigate to TouchpointsAll Touchpoints.
4. Open the touchpoint record.
5. Navigate to the Scheduled calls tab.
6. Select New.
7. On the Create New Callback form, fill in the fields.  
   For a description of the field values, see [Create new callback form](https://www.servicenow.com/docs/G4X~EOuo3T9~CYOXV0Tn6w "Field descriptions for the Create New Callback form for CRM Touchpoints.").
8. Select Save.

## Result

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

* [Configuring Activity Management](https://www.servicenow.com/docs/YLTYkgbL2daYEtpYO3lfGw "Install and configure the necessary plugins for enabling Activity Management features.")
* [Activity Management](https://www.servicenow.com/docs/YlV5YF3Vhd1G3IGrAuXCiQ "Activity Management helps customer-focused teams plan, execute, capture, and track customer interactions across multiple channels throughout the customer life cycle. These interactions include emails, meetings, calls, and key customer touchpoints such as discovery, product demos.")  
**Related topics**   

* [Install Omnichannel Callback for Customer Service Management](https://www.servicenow.com/docs/access?context=install-csm-omni-callback-app&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US)

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