Create new callback form

reference brazil Updated Sep 10, 2026 1 min read create-call-touchpoint-form.md

Field descriptions for the Create New Callback form for CRM Touchpoints.

Field	Description
Number	System-generated unique identifier for the callback record starting with prefix CAL.
Short description	Brief summary of the purpose of the call.
Reason for the call	Reason or context for the callback. The available options are:- None (default) Product Issue Order Issue Billing Issue Customer Survey Other issue Sales Discovery Product Feedback Customer Relationship Building
Callback context	This field is automatically set to the CRM touchpoint from which the callback was created.
Priority	Priority level of the callback. The available options are:- None (default) 1 - Critical 2 - High 3 - Moderate 4 - Low 5 - Planning
Assigned to	Agent responsible for making the call.
Due date	Date and time by which the call should be completed.
Callback number	Phone number to call.
Outcome	Result of the call, recorded after the callback is completed. The available options are:- None (default) Resolved Timeout Max attempts exceeded No show Cancelled by agent Technical issue Picked up Interested Left Voicemail Rescheduled Other
State	Current state of the callback record. The available options are:- Open Work in Progress Closed Complete Closed Abandoned Cancelled
Description	Optional additional details about the callback.
Work notes	Internal notes about the callback, visible only to team members.

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

Related topics

Schedule a call from a touchpoint

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---
title: Create new callback form
description: Field descriptions for the Create New Callback form for CRM Touchpoints.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/order-management/create-call-touchpoint-form.html
release: brazil
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Activity Management reference, Sales automation, Reference, Sales Customer Relationship Management]
---

# Create new callback form

Field descriptions for the Create New Callback form for CRM Touchpoints.

<table id="table_dg5_pwl_33c"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Number

</td><td>

System-generated unique identifier for the callback record starting with prefix CAL.

</td></tr><tr><td>

Short description

</td><td>

Brief summary of the purpose of the call.

</td></tr><tr><td>

Reason for the call

</td><td>

Reason or context for the callback. The available options are:-   None \(default\)
-   Product Issue
-   Order Issue
-   Billing Issue
-   Customer Survey
-   Other issue
-   Sales Discovery
-   Product Feedback
-   Customer Relationship Building

</td></tr><tr><td>

Callback context

</td><td>

This field is automatically set to the CRM touchpoint from which the callback was created.

</td></tr><tr><td>

Priority

</td><td>

Priority level of the callback. The available options are:-   None \(default\)
-   1 - Critical
-   2 - High
-   3 - Moderate
-   4 - Low
-   5 - Planning

</td></tr><tr><td>

Assigned to

</td><td>

Agent responsible for making the call.

</td></tr><tr><td>

Due date

</td><td>

Date and time by which the call should be completed.

</td></tr><tr><td>

Callback number

</td><td>

Phone number to call.

</td></tr><tr><td>

Outcome

</td><td>

Result of the call, recorded after the callback is completed. The available options are:-   None \(default\)
-   Resolved
-   Timeout
-   Max attempts exceeded
-   No show
-   Cancelled by agent
-   Technical issue
-   Picked up
-   Interested
-   Left Voicemail
-   Rescheduled
-   Other

</td></tr><tr><td>

State

</td><td>

Current state of the callback record. The available options are:-   Open
-   Work in Progress
-   Closed Complete
-   Closed Abandoned
-   Cancelled

</td></tr><tr><td>

Description

</td><td>

Optional additional details about the callback.

</td></tr><tr><td>

Work notes

</td><td>

Internal notes about the callback, visible only to team members.

</td></tr></tbody>
</table>**Parent Topic:**[Activity Management reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/order-management/activity-management-reference.md)

**Related topics**  


[Schedule a call from a touchpoint](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/order-management/schedule-call-crm-touchpoint.md)