Manage contacts from the customer service portal

Create and update customer contacts, assign roles to contacts, and enable or disable contact logins from the customer portal.

Create a customer contact

Use the Create Contact catalog item to create a contact from the customer portal.

Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin, or admin

About this task

By selecting the Create Contact catalog item, you can add the details for a contact and create the contact record. After saving the record, you can perform the following actions depending on your role.

  • Users with the sn_customerservice.customer_admin or sn_customerservice.partner_admin can update the contact's user ID and enable or disable notifications.
  • Users with the admin role can set a password for the contact and require the contact to reset their password.
Note:
These actions are available while you are creating the contact record.

Procedure

  1. Click Requests > Request Something in the portal header.
  2. In the Categories list, click Services and then click the Create Contact catalog item to display the Create Contact form.
  3. Fill in the fields on the Create Contact form.
    Table 1. Contact form
    Field Description
    First name The customer's first name.
    Last name The customer's last name.
    Title The customer's job title.
    Language The customer's preferred language.
    Account The customer's account.
    Email The customer's email address.
    Business phone The customer's business phone.
    Mobile phone The customer's mobile phone.
  4. Click Submit.
    The system creates the contact and updates the Contact form.
  5. Optional: Update the information in the following fields.
    Table 2. Additional Contact fields
    Field Description
    Notification Enable or disable notifications for this customer.
    User ID A unique identifier for this user. The user ID should follow this format: firstname.lastname
  6. Optional: With the admin role, you can update password information for the contact.
    Table 3. Contact password information
    Field Description
    Password Set a password for the contact.
    Password needs reset Requires the contact to reset their password when they log in to the portal.
  7. Click Save to update the record.

Update contact information for a user

Update the contact information for a user from the customer portal.

Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin, or admin

Procedure

  1. Click Support > Contacts in the portal header.
  2. Select a contact from the Contacts list.
  3. Make the desired changes to the fields on the Contact form.
    Table 4. Contact form
    Field Description
    First name The customer's first name.
    Last name The customer's last name.
    Title The customer's job title.
    Language The customer's preferred language.
    Time zone The time zone for this customer's location.
    Account The customer's account.
    Email The customer's email address
    Business phone The customer's business phone.
    Mobile phone The customer's mobile phone.
    Notification Enable or disable notifications for this customer.
    User ID A unique identifier for this user. The user ID should follow the format firstname.lastname.
  4. Click Save.

Enable or disable the login for a contact

Enable or disable the login for a contact from the customer portal.

Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin, or admin

Procedure

  1. Select Support > Contacts in the portal header.
  2. Select a contact from the Contacts list.
  3. In the Actions list, select one of the following links.
    ChoiceDescription
    Disable login Disables the login for this contact. When the login is disabled, the contact can’t access the customer portal.

    This link is displayed if the login is enabled.
    Enable login Enables the login for this contact.

    This link is displayed if the login is disabled.

Assign a user role to a contact

Assign one or more user roles to a contact from the customer portal.

Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin, or admin

About this task

Use the Edit Role pop-up window to manage the roles for a contact. Contacts must have at least one assigned user role. If there are no roles in the Selected column on the pop-up window, you cannot update the record.
Note:
The roles available in the Edit Role pop-up window are configured using the sn_customerservice.contact_role_assignment property.

Procedure

  1. Click Support > Contacts in the portal header.
  2. Select a contact from the Contacts list.
  3. In the Actions list, click the Edit Roles link.
  4. In the Edit Role pop-up window, select a role in the Available column and move it to the Selected column.
  5. Click Update on the Edit Role pop-up window.
    Note:
    If there are no roles in the Selected column, the system displays an error message and the column resets to display the originally assigned roles.
  6. Click Save on the Contact form.