Create a contact in Microsoft Outlook

As an account manager, you can create a contact when you receive an email from a customer whose details aren’t in the Microsoft Outlook contacts list.

Before you begin

Role required: sn_customerservice.contact_manager and sn_customerservice.proxy_contact

Procedure

1. Open an email message that you received from the contact.
2. On the Microsoft Outlook Home tab, select View in ServiceNow.
   The contact details aren’t available and the Outlook add-in panel displays the No contact was found message.
3. Select the more actions icon () and select Create Contact.
4. Fill in the contact details in the case form and select Submit.
5. Optional: If you want to perform other contact tasks, access the CSM portal by selecting the Pop-out icon ().