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Looking for suggestions: using online case form to capture call-center messages

edited Nov 22, 2019 6:17PM in CRM 3 comments

I'm hoping someone can suggest a better process for this than I use currently:

I have an external call center (that don't have NetSuite login access) that handle incoming calls on my 800 number.  They often have to take messages, and I want to be able to track them using cases.  I currently have a special online case form just for the call center.  They have the URL for it, and they enter the message and create a case that way.  Unfortunately, the online case form requires an email address, which is not appropriate in this case, as most people want a call back.  So I tell the call center to just enter "

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