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Create and Edit Customer Records

You can create a new customer record at any time using the New Customer link in the Customers tab, if your administrator has granted the necessary privileges. While processing an interaction, Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. searches the Local CRM for existing matching data. In the absence of matching customer records, agents are prompted to enter a new record via screen pop.

The following describes the use of the default customer fields. Depending on how your contact center administrator has configured your Local CRM, the customer creation tool may display additional customer fields.

To create a customer record:

  1. Click New Customer link in the Customers tab.
    Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. displays the Create New Customer page.
  2. Enter the customer's First Name and Last Name.
    You must specify the customer's name before you can save the new customer record.
  3. Enter the customer's Email address.
    Each customer email address must be unique. Agent Console uses the customer's email address to send the customer their optional Support CenterIn Configuration Manager, use the Support Center page to create customer-facing support Web page for your contact center, and specify the contact -- FAQs, desktop sharing, chat, email -- available from that page. access credentials. To prevent a single customer email address from receiving multiple Support Center access credentials, Agent Console uses the Local CRM to verify that each customer email address is unique. You can save email addresses that has up to 254 characters.
  4. To require that the customer specify an account number and password to access the contact center's Support Center, perform the following:
    1. Select Restrict customer's access to Support Center.
    2. To specify the customer's Support Center password yourself, type a password in the Password text entry area.
      To have Agent Console create the customer's Support Center password, select Generate password automatically.
    3. Note: When you save the new customer record, Agent Console sends the customer's Support Center access credentials to the email address specified in the Email text entry area.

  5. Enter the customer's address in the Primary Address and Secondary Address areas.
  6. Select to Save the customer or Save as Draft.

Edit or Delete Customer Records

After you create and save a customer record, you can edit the information or delete a customer record, provided that you have the permissions to delete and edit. Contact your Virtual Contact Center administrator to learn about your permissions.

To edit a customer record:

  1. Click the Customers tab. A list of customers appears.
  2. Click one of the actions items available to view or edit the customer record.
    Select and open a customer record from the list, and then click Edit at the bottom of the page.

View Customer Records

When you open a customer record, you are able to view the customer details such as name and account number, as well as cases, tasks, and the history of changes made to the customer record.

Note: You can configure the order of columns in the result page to arrange them in a particular order. To change the order, select and drag the column to the desired location.

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