Setting up a callback process

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Posted on by DS_charity_help

I am volunteering for a charity member organisation who (along with me) is very new to Dynamics CRM.
We have a website integrated to our CRM for new member registration and donations.
Though, due to COVID changes we are looking to set up a call routing system so if nobody is in the office, members can register a callback via the website.
Also, if a member calls, but can't get to a specific expert, the person taking the call can register a callback activity.
Naturally the callbacks should be categorised so they can be automatically assigned to specific staff and volunteers.

Can anyone in the community please suggest an option to manage this process?

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Ricardo Gimenez Microsoft Employee on at

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Hello,

There is D365 entity named "PhoneCall" that could help you on that. Since the phonecall records can retains "open" status, so this record can be created through an automated process like Power Automate and routed to a D365 user or queue for actions. Please, consider that as any other D365 entity, the PhoneCall entity can be customized (attributes, forms, relationships, etc) to fit your process and use case better.

Please, take a look in this articles for references:
phonecall EntityType (Microsoft.Dynamics.CRM) | Microsoft Docs
Add activities in Dynamics 365 Customer Engagement (on-premises) | Microsoft Docs

Thanks,

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