---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create a contact or consumer using Lookup and verify

# Create a contact or consumer using Lookup and verify {#ariaid-title1}

* Release version: Zurich
* 
* Updated June 25, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

An agent can create a contact or consumer 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, admin

## About this task

Agents can use the Lookup and verify feature to search for contacts and consumers.
After verifying a user's information, agents can populate that information on the
interaction record.

If an agent can't find a contact or consumer, they can create a record for that user
from within the Lookup and verify feature.

## Procedure

1. Open CSM Configurable Workspace.
2. From a saved interaction record, select one of the following icons in the Contextual side panel to access the Lookup and verify feature.
   * Verify Contact
   * Verify Consumer
   {#lookup-verify-create-contact__choices_zzn_nrd_npb}
3. Enter user information in one of the following fields: Verify Contact or Verify Consumer.  
   This information can include the first few letters of a first or last name or the first few digits of a phone or case number.
4. If you cannot locate the contact or consumer and choose to create a record, select Create Contact or Create Consumer.  
   The system displays the Create Contact or Create Consumer form in the Contextual side panel.

   If the Account field on the Interaction record is populated when you select Create Contact, the Account field on the Create contact form is populated
   with the same information.
5. Add information to the fields on the form and select Create.  
   The system performs the following actions:
   * Saves the contact or consumer record.
   * Creates and displays the contact or consumer card.
   * Adds the information to the interaction record.
   {#lookup-verify-create-contact__ul_k5x_ttd_npb}
{#lookup-verify-create-contact__steps_hyw_4kc_qfb}
**Related concepts**   

* [Lookup and verify](https://www.servicenow.com/docs/M~HqHkMLpQ0AJG6Oij9Ouw "The lookup and verify feature enables customer service agents to quickly look up contacts or consumers using information such as the name, phone number, or record number.")  
**Related tasks**   

* [Look up and verify a contact or consumer](https://www.servicenow.com/docs/lfls7EEEsVK7yD5Bmjcz9g "An agent can look up contact or consumer information from a saved interaction record, review and confirm the information, and then populate the information on the interaction record.")