Customer information

Customer information includes the account and contact information for a customer or partner.

Customer information includes details about partner and customer accounts, including company names, contact names, addresses, phone numbers, and web and email addresses. This information is stored on the Account form. An account can be a customer account, a partner account, or both.

A contact is a user who is an employee of a company. A contact record stores information about a contact, such as the name and phone number. An account can have multiple contacts but a contact can be associated with only one account. A contact can have one or more associated assets and service contracts.

An account can have one or more associated assets, service contracts, entitlements, and SLAs. An account can also be associated with the following entities:
  • case
  • contact
  • service contract
  • entitlement
  • asset

A partner account record stores information about a partner's company, similar to a customer account. On a partner account record, the Partner field is enabled. A partner can report and manage cases on behalf of customers. A partner can also be a customer.

Create a customer or partner account

An account can be a customer account, a partner account, or both.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

Procedure

  1. Do one of the following:
    • To create a customer account, navigate to Customer Service > Customer > Accounts.
    • To create a partner account, navigate to Customer Service > Customer > Partners.
  2. Click New.
  3. Fill in the fields on the Account form, as appropriate.
    Table 1. Account form
    Field Definition
    Name The name of the company.
    Primary Contact The name of a user who is the main contact for this company.
    Street The street address of the company.
    Customer Denotes this account as a customer, as opposed to a partner. If creating a customer account, this field is enabled by default.
    Phone The phone number for the company.
    Website The web address for the company.
    City The city in which the company is located.
    Zip/Postal code The zip or postal code for the company.
    Partner Denotes this account as a partner. A partner can report and manage cases on behalf of customers. A partner can also be a customer. If creating a partner account, this field is enabled by default.
    Notes Any additional information about the company.
  4. Click Submit.

Create a contact

A contact is a user in the system, who is an employee of a company. If you create a contact, that person is also added to the User list.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, admin

Procedure

  1. Navigate to Customer Service > Customer > Contacts.
  2. Click New.
  3. Enter the requested contact information, such as the name, email address, and phone number.
  4. Enter the name of the contact's company in the Account field.
  5. Select the Timezone.
  6. Select a Notification setting.
  7. Click Submit.