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

XhensilaH
Tera Contributor

‎12-27-2023 05:06 AM

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

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to XhensilaH

‎12-27-2023 05:31 AM

Hi @XhensilaH 

 

My thoughts say

- Contact need more information like mapping to right account and notifications setting. May be the agent is not much aware about the account and may create duplicate contact so to avoid this.

 

This is my thoughts. 

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