Why can't a CSM Agent see the 'New' button on a case record when creating a Contact.

[XhensilaH]

Hi all,

I am trying to understand why an agent can not see the 'New' button for a Contact from a Case Record.

The agent has the role sn.customerservice_agent and sn.customerservice_manager.

Thank you

[Dr Atul G- LNG]

Hi @XhensilaH 

https://www.servicenow.com/community/csm-forum/what-role-does-a-user-need-to-be-able-to-create-an-ac...

https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-servi...

[XhensilaH]

Hi Atul,

Thank you for your response.

I am referring to the 'New' button in the Contacts form.

Agent is able to create a new contact from the Contact table.

Thank you

[Dr Atul G- LNG]

Hi @XhensilaH 

You mean, the agent is not able to see the New button when the popup window come. It may be due to ACL / decoration attribute or popup design. & may not be a recommend way to create contacts. 

[XhensilaH]

Yes correct,

This is the case on the OOTB PDI too.

I wanted to understand and confirm why this is best practice ( as they can see the 'New' button for Accounts but not Contacts)

Thank you