call to requests in crm



Enter the account name. Click on search. It automatically displays the account information fields.


You can search the account information by using the phone number. Select the number from the drop-down list.


Select owner from the drop-down list. Account information related to that owner will display.

Account Information:


Select the account from the drop-down list or you can create a new account as it is a master.


Select the contact from the drop-down list or you can create a new contact.

Request mode

Select the Request mode.( Phone,E-mail,SMS,Web)


Enter the address of the customer.

Contact no

Enter the contact number of the customer.

Request Information:


Enter the subject of the Request.


You can enter any description related to the service Request.


Select the status of the Request from the drop-down list. (new,open,on-hold,resolved)


Select the type of contract.(AMC, Non-contract)


Enter the issue about the product service or You can create issues as it is a master.


Select the service priority from the drop-down list depending upon the service to be provided. (Normal, low, medium, High)

Preferred date and time

Enter the preferred date and time as per customer service.

Assignment Information:


Select the queue to which the call is assigned.

Assign to

Select the person to whom the Request has to be assigned in the queue.


Select the role of the person.

  • 4. Click the Save button to save the Request. New Request is created.

Note: You have Save and New option to save the current Request and automatically load a new page to create a new Request or Cancel to cancel the current Request creation.

1. Look-in

To sort the call Requests which are created by the specified user.

2. View

To view all the type of call. You can even select from the drop-down list in view.

3. New

You can create a new Request from the view page as well.

4. Actions

To perform various kinds of activities.

5. Edit

To edit the call Request in detail view page.

6. Delete

To delete the call Request from the list.

7. Split

To view call list in the split view screen.

Detailed information of a request
1. Edit

To edit details regarding the Request.

2. Clone

To clone the selected Request and enter the desired details.

3. Print

To print the call Request by using print layout.

4. Tags

Create tags and use these tags anywhere in the module.

5. Related list

In the related list all activities related to the Request are recorded.

6. Activity stream

Each and every activity update is recorded.

7. Call resolution

To resolve the previous call information of that call Request.

8. Ticket history

Detailed information regarding Request is updated in the ticket information.

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