Place an Outbound Call

Here's how you perform one of the most common tasks, placing a call. If you're using Service Center, you can call a contact from a service request. If you're using Digital Sales, you can call a contact, an account, and a lead.

1. Make yourself available for a call.

2. On the Overview page of a service request, contact, account, or lead record, click the phone number link.

   The Call panel is displayed on the page.

   Note:

   • If you're using Digital Sales, you can also type Call in the Action Bar to initiate the call.

   • On the Overview page of a contact, account, or lead record, click View All Service Requests in the Service Requests panel, to view all service requests associated with that record.

3. In the Call panel, click Actions (horizontal 3 dots icon) to put the call on hold, end the call, or transfer the call to another agent. Click the Mute icon to mute the call.

4. In the Notes field, you can take notes and record information while you're engaged in the call.

   Any notes you add become part of the wrap up record. You can add or edit your notes during the wrap up session (only in Service Center).

5. Click Actions (horizontal 3 dots icon) > End Call when finished.

   The wrap up section is displayed (only in Service Center).

   Note: Wrap up is enabled in Service Center, but it's turned off by default in Digital Sales.

6. From the Outcome drop-down list, select an outcome for the call, and add any additional notes you may want.

7. Click Save.

   All outgoing interactions are recorded in the activity feed of the record on which you are taking the action.

8. To edit an interaction, hover over it, then click the Edit (pencil) icon.

   You can edit the note or change the outcome value from the drop-down list.

   Note: You can't edit the interactions for calls that were canceled or missed.

9. In the Create Task section (displayed only in Digital Sales), enter any follow up information, and click Create.