Assign a partner contact on the case form

Enable Customer Service Management agents to assign partner contacts for an account that is associated to an install base item on the case form. By adding partner contacts, you can provide access to multiple partners to access their accounts.

Before you begin

Role required: customer service agent

Procedure

1. Navigate to CSM/FSM Configurable Workspace > Cases > My Cases.
2. Select New.
3. In the Install Base field, use the search icon to add an install base item on the Create Case form.
   The Account and Contact fields are automatically filled from the install base form. For a description of the field values, see Case task form.
4. In the Partner field, use the search icon to search for a partner associated with the selected account.
   The partner in the Partner field is the partner account that is associated with the account.
5. In the Partner Contact field, enter an eligible partner contact who has the following criteria:
   • All partner contacts of the partner account are eligible if the Restrict Account Access isn't enabled.
   • All partner contacts with the partner admin role are eligible if Restrict Account Access is enabled.
   • Partner contacts that are added as an Authorized Representative through the related party list for the install base item.
   • Partner contacts that are added as an Authorized Account through the related party list for the install base item.

   To add a related party to an install base item, see Add related parties to an install base item.

6. Select Submit.

Result

A partner contact is assigned to the case.