Add additional contacts for the sold product

Add additional contacts for the B2B (accounts or contacts) or B2B2C sold product by defining the type and responsibility. Once added, additional contacts have the same access to the contact associated with the sold product and the related entities.

Before you begin

Note:

Additional contacts can be enabled using the Restrict Contact Access field. For details, see Restrict contact access.

Role required: admin and sn_customerservice_manager

About this task

The responsibility assigned to the additional contact that is associated with a sold product gets access to the sold product and the related entities, which include installed products, install base items, and cases associated with sold products.

Procedure

1. Navigate to All > Customer Service > Products > Sold Products.
2. Select the desired record where you want to add additional contacts.
3. From the Additional Contacts related list, select New.
   Starting with the Utah release, the Additional Contacts related list has been deprecated for new customers. For upgrade customers, the Additional Contacts related list continue to be supported along with the Sold Product Related Parties related list.
4. On the form, fill in the fields.

   Table 1. Contact Sold Product record form

   Field	Description
   Sold Product	Products and components sold to an account.
   Type	Related party type. Note: By selecting the related party type, the default responsibility mentioned in the type is added in the related party responsibility.
   Contact	Contact responsible for the sold product.
   Responsibility	Access level to the sold product and related information. Additional contact with Authorized Representative responsibility requires the sn_install_base.sold_product_authorized_contact role to get access to associated sold product and related entities. For details, see Roles installed with customer access management. Note: If the Responsibility field is empty, contacts won’t have any access to the sold product and associated case.
   Order	Specifies the sequence in which records are displayed, organized according to business preferences.

5. Select Submit.
   Additional contacts can be added to the B2B sold product.

   Note:

   Added contacts can be from the same account, partner account, or from contact relationships.

Result

Once additional contacts are added to the sold product with a proper functional role having Authorized Representative responsibility, they can perform the following actions.

• View the list of sold products and associated install base items.
• Create cases by selecting sold products or install bases.
• View the list of cases related to the sold products or affected install bases.
• View the list of installed products.
• Access cases associated with the sold product.
• Manage service catalog requests from the sold product.

Note:

• While creating a case for a sold product, you can only see authorized contacts.
• If you choose someone as a contact, you can only associate the sold products they have full access to on the case.