Create a consumer or contact record

Create a consumer or contact from the Lookup and Verify feature in the contextual side panel.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, workspace_admin, or admin

In addition to the preceding roles, a user with any one of the sn_crm_consumer_data_manager, sn_crm_consumer_relationship_data_manager, sn_crm_foundation_data_manager, or sn_crm_foundation_admin roles can create a consumer. A user with any one of the sn_crm_account_data_manager, sn_crm_account_relationship_data_manager, sn_crm_foundation_data_manager or sn_crm_foundation_admin can create a Contact record.

About this task

As an agent, you can use the Lookup and Verify feature to search for consumers and contacts. After verifying a customer’s information, you can populate that information on the interaction record.

If you can't find a consumer or contact or if the customer is a guest, you can create a record for that customer using the feature.

Procedure

1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
2. Select the List icon ().
3. In the Interactions section, select My Interactions.
4. Open an email interaction.
5. In the contextual side panel, select the Consumer Verify icon () or the Contact Verify icon ().
6. Enter name, phone number, email address, or record number to search for a consumer or contact.
7. If you can’t locate the consumer or contact and choose to create a record, select Create Consumer or Create Contact.
   The system displays the Create Consumer or Create Contact form in the contextual side panel.
8. Add information to the fields on the form and select  Create.

Result

The system performs these actions:

• Saves the consumer or contact record.
• Creates and displays the consumer or contact card.
• Adds the information to the interaction record.