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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.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing