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Initiate a conference call from a case

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Initiate a conference call from a case

As part of resolving a customer service case, you can initiate a conference call between involved users.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, admin

About this task

Customer service agents can initiate a conference call from a case and add participants, including on-call members of shift groups. To initiate a call, on the Case form.

Procedure

  1. Open the desired case.
  2. click the Start Conference Call related link.
  3. In the Conference Call Participants dialog box, select the participants for the call.
    You can add individual participants, groups, or individual phone numbers. For details, see Initiate a conference call.
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