Screen Pop on Incoming Contact

Description

Automatically navigates the CRM to the matching customer record — contact, account, or case — when an inbound contact arrives at the agent's station. Lookup uses ANI, email address, or custom identifier with configurable fallback to a new-record form.

Canonical use case

When a returning customer calls in, Dynamics 365 automatically opens their account record on the agent's screen before the call is answered, saving the agent 30–60 seconds of search time per interaction.