You can create a new customer record at any time using the New Customer link in the Customers tab provided your administrator has granted the privileges. During an interaction processing, searches the Local CRM for existing matching data. In the absence of matching customer records, agents are prompted to enter a new record through the screen pop.
This section 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:
Click New Customer link in the Customers tab.
The displays the Create New Customer page.
In the Create New Customer page, in the First Name and Last Name text entry areas, type the customer's first and last name.
You must specify the customer's first and last name before you can save the new customer record.
In the Email text entry area, type the customer's email address.
Each customer email address must be unique: To prevent a single customer email address from receiving multiple Agent Console uses the Internal CRM to verify the uniqueness of each customer email address.access credentials, the
The Agent Console uses the customer's email address to send the customer their optional Support Center access credentials.
To require that the customer specify an account number and password to access the contact center's Support Center, perform the following:
To have the Agent Console create the customer's Support Center password, select Generate password automatically.
Note: When you save the new customer record, the Agent Console sends the customer's Support Center access credentials to the email address specified in the Email text entry area.
In the Primary Address and Secondary Address areas, specify the customer's address information.
Perform one of the following
To send all information contained in the Description text entry area to the email recipients specified in the To, Cc, and Bcc areas, click Save.
Before clicking Save, verify that the contents of the Description text entry area contains only information that should be transmitted to all message recipients.
To view saved drafts of customer records, see Customizing Lists of Customers and Cases, on page 1.
After you create and save a customer record, you can edit the information or delete a customer record provided that you have the delete and edit permissions. Contact your Virtual Contact Center administrator administrator to inquire about your permissions.
To edit a customer record:
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 columns order in cases, customers and tasks result page to have them in desired order. To change the order, select and drag the column to the desired location.
Case—Includes the cases or records of interactions with the customers created during or after an interaction. You can view cases in Table view or Unitary view. Table view lists all cases associated with the customer in a tabular format. Unitary view shows one case at a time and can be navigated using the pagination tools. Table view is the default view when you first open cases.
If a case is created as a result of an incoming email through the email channel, you are able to see To, CC, BCC, and View source fields in the details.
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