---
title: Schedule a call from a touchpoint
description: Plan and track customer calls to organize and manage follow-ups and outreach and maintain a complete interaction history.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/order-management/schedule-call-crm-touchpoint.html
release: australia
topic_type: task
last_updated: "2026-06-18"
reading_time_minutes: 1
breadcrumb: [Activity Management, Sales automation apps, Use, Sales Customer Relationship Management]
---

# 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

1.  Navigate to **Workspaces** > **CSM/FSM Configurable Workspace**.

2.  Select the List icon \[Omitted image "list-outline-24.svg"\] Alt text:.

3.  Navigate to **Touchpoints** > **All 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/create-call-touchpoint-form.md).

8.  Select **Save**.


## Result

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

**Parent Topic:**[Using Activity Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/using-activity-management.md)

**Related topics**  


[Configuring Activity Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/configuring-activity-management.md)

[Activity Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/explore-activity-management.md)

[Install Omnichannel Callback for Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/install-csm-omni-callback-app.md)