How To Receive and Make Calls on Service CRM

| by Zaid Assadi

1. Feature Overview

Once your Admin integrates a telephony service provider (like Ozonetel, UTC, etc.) with the Service Cloud feature, you can directly make outbound calls and receive inbound calls from your customers. If a call comes from an unknown number, you can also create a new lead, and create a ticket when receiving a call.

Note: If you’re an Admin user looking to configure or set up Service CRM Telephony for your organization, refer to this article: Telephony Call Configuration.

 

2. Prerequisites

 

3. Receiving a Call

When a customer calls you, you’ll receive the call directly on your mobile device. Once you answer it, a notification at the bottom of your screen will indicate the call progress.

Service CRM Incoming Call from Customer

 

4. Receiving a Call from an Existing Customer

  1. Once you answer the incoming call on your mobile device, identify and select the customer who made the call on the Customer Identification tab.
  2. Next, if customer verification is enabled, you must verify the customer’s details in the Customer Verification tab. When you’re done, click Verify Customer.
  3. On the Ticket Action tab, you have the option to –
    • Associate the call with an existing ticket – Associate the call with an existing ticket that was created for the customer. Keep in mind that you can only associate the call with an existing ticket if you’re the ticket owner.
    • Create Ticket and Associate – If you want to create a new ticket for the query the customer is raising, click the Create Ticket & Associate button. On the ticket form, enter the relevant ticket details, and click Save.
    • Mark as Spam – If the call isn’t relevant, flag it as a spam call.
  4. Once you associate the call with a ticket, on the Associate Ticket pop-up, click Yes.
  5. You can end or dispose of the call by clicking the Dispose Call button on the telephony bar.
Note: If the Create a ticket for every incoming call option is enabled through Admin Settings (refer to Telephony Call Configuration), then after successful Customer Verification, the Ticket Action step will be skipped, and you will be directly taken to the Ticket Detail page.

Receiving a Call from a Customer Whose Number Exists in the System

 

5. Receiving a Call From an Unknown Number

When the call is from a number not associated with any lead in your account, on the Customer Identification tab, you have the option to mark the call as spam or create a new lead –

  1. If you select Create Lead, enter the lead details on the Add New Lead form.
  2. Once you’ve created a lead, create a ticket through the Create Ticket form. Once you’re done, click Save & Close.
  3. Next, you can follow the steps mentioned in Section 4 to create and associate the ticket.

Receiving a Call from an Unknown Number

 

6. Placing an Outbound Call to a Customer

On the Ticket Details page, on the Lead Card on the left, click on the customer’s phone number. This will initiate a call to your mobile device. Once you receive the call, an outgoing call will be automatically placed to your customer (through your mobile device).

Place an Outbound Call to a Customer on service crm

 

7. Call Disposition Details

Once a call is completed, on the Ticket Details page, under the Ticket Conversation tab, you’ll be able to access the call recording, along with the other call details, click Show Details.

Service CRM Call Disposition

 

Any Questions?

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