Case Agents need to be able to create a contact from the Contact Search Form via a NEW button.

madhunaidu
Tera Contributor

Case Agents need to be able to create a contact from the Contact Search Form via a NEW button.
When you click the 'search' icon on the Contact field it brings a pop-up box to search for a contact. Add a 'New' button there if the agent cannot find the contact in servicenow

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@madhunaidu 

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Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

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3 REPLIES 3

Shruti
Mega Sage
Mega Sage

Hi,

Assign "sn_customerservice.contact_manager" role to the agents to manage contacts 

Ankur Bawiskar
Tera Patron
Tera Patron

@madhunaidu 

adding contacts to account requires sn_customerservice_manager or admin role

why do you want Case Agents to create contacts? They can create n number of accounts if you give access to them.

I won't recommend for this.

Contact of an account needs to do self registration and there is a defined process around it.

Why to bypass that? Let the customer follow the OOTB process and best practices.

Customer contact self-registration 

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

@madhunaidu 

Thank you for marking my response as helpful.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader