Why cant CSM Agents Create Contacts or Accounts

[Richard T]

We have an issue at the moment in that the OOOB Roles for Customer Service Management do not allow our CSM agents to create or update contacts.

Not all of our Customers are keen to use the Portal functionality and prefer phone and email and this causes a problem when they request for new contacts to be added to an account or for basic Account Details to be updated.

Although this access is available to the Customer Service Manager, within our organisation they have more important jobs to do than create contacts.

What would be the easiest way to give a customer service agent the abillity to create and update contacts and accounts?

Thanks for any advice.

[Kavita Waldia]

Hello Richard,

Since accounts and represents business customers and their employees who interface with support, this data most times comes from some master data system, rather than being created directly in CSM. Generally companies  have an onboarding process for new business customers and a step in that onboarding process  would be provision the account and contacts in CSM. Same for new contacts that need to be added. In B2B scenarios most times, not every employee in the company would become a contact in CSM. The contacts would be the people in the customer's company who interface with support. Thus the frequency of new contact creation is low.

For B2C scenarios the consumer data is more sporadic and therefore we go give agents this access.

If you do need to give them this access then you look at creating a catalog items for agents, similar to the one for customer_admins, which will allow them to submit new contact records and then follow the approval process for registration.

Regards,

Kavita