The Local CRM allows you to create custom fields, such as customer instances with unique dates of birth or dates of employment. A customer record stores information such as name, address, and phone numbers, and offers the capability to customize the customer object with custom fields. Use the Fields tab to specify a custom field for the Local CRM.
You can change the display order of CRM fields. The CRM fields appear under the Customer, Case, Task, and Follow-up objects in Agent Console. This feature is available to both custom and predefined fields. The system-predefined fields cannot be moved. For example, in Customer Fields, you can only move the customertype predefined field, in addition to the custom fields you have created.
To customize the display order of the CRM fields:
You can make any existing or new predefined and custom field as mandatory. Mandatory fields can be added to Customer, Case, Task, and Follow-up objects. When creating new customer records or cases in Agent Console for example, agents must enter data into fields that are mandatory (such as Name, Email, or Address). Mandatory fields cannot remain blank.
Note: System-predefined fields are view-only and cannot be edited.
To make a mandatory predefined or custom field:
You can hide any existing or new predefined and custom fields. The hidden fields can be part of the Customer, Case, Task, and Follow-up objects.
To hide a CRM field:
Open topic with navigation