Complete callbacks

1. To complete callbacks, you will first need to open the Reports tab, which you can access by selecting the dropdown arrow to the right of Service Console. Once you are in the Reports tab, select All Reports to display all possible report options.

2. In the Report Name column, look for and select the Calls- Calls for Today report.

3. The report should appear with the calls for today’s date. If you need to filter for a specific date’s callbacks, you can do so by selecting the Filter (or funnel) icon in the upper right.

4. When you select the Filter icon, it will display several options for filtering callbacks. You will likely use the Date option most often. Here, you can select a date range or a specific date.

5. When you are ready to complete a specific callback, select its Case number from the list.

6. This will take you to the Case view, which includes Contact Details, Open Activities, and Activity History for Parent Contact. Any callbacks that still need to be completed will be listed under Open Activities. To open the callback details, select the callback in the Subject column.

7. Once you’ve selected the callback’s name in the Subject column, you will be able to see the details for this scheduled callback, including any Comments entered by the callback creator and the Status of the callback. The default status is “Not Started.” If you hover over the Name on the right, you will see the phone number of the person for your callback without having to click the name to go into the Contact page. Now, you’re ready to complete the call.

8. After you successfully complete your callback, select Mark Complete in the upper-right corner of the page.

9. Once you’ve marked your callback complete, close the Task (callback) tab. This will take you back to the Case tab shown in Step 6.

10. You will also need to log communication for the callback you just completed, so you can detail what occurred and schedule another callback if needed.* When you log this communication, make sure the person’s name and the date of the callback is in the Subject line, and include any Comments that are relevant to what happened during the callback. Select the Reason for the callback and, if needed, turn on the Follow-Up Call Needed? toggle switch to schedule another callback.

*Please note: When you log the callback you just completed, you will see a duplicate entry for that date under “Activity History for Parent Contact.” This is unavoidable at this time.

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