Customer information

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

An account is a supported external customer and the Account form stores the customer's information, including the company name, contact names, addresses, phone numbers, and web and email addresses. An account can be a customer account, a partner account, or both.

A contact is a user who is an employee of an account. A contact record stores information about a contact, such as the name, phone number, email and web address. 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. A contact can also have a user ID and can log in to the customer portal.

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 is a supported external customer that, in turn, sells to and supports one or more customers. 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

Use this procedure to create either a customer or partner account.

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.
    Number The automatically generated account number for this customer.
    Primary Contact The name of a user who is the main contact for this company.
    Parent Account The parent account for this account. Use this field to create an account hierarchy.
    Registration Code A unique code for this account. The customer administrator can provide this code to customers for use when requesting a login on the customer portal. The registration code provides a method for validating the customer and the company before the login request is granted.

    Enter an alphanumeric code in this field or click the Generate Code icon to generate a unique code.

    Customer Denotes this account as a customer, as opposed to a partner. If creating a customer account, this field is enabled by default.
    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.
    Website The web address for the company.
    Phone The phone number for the company.
    Street The street address of the company.
    City The city in which the company is located.
    State/Province The state or province in which the company is located.
    Zip/Postal code The zip code or postal code for the company.
    Country The country in which the company is located
    Notes Any additional information about the company.
  4. Click Submit.

Import customer account information

After importing customer account information, update the com.snc.cs_base.last.generated.code.tree.path property with the correct account code value.

The com.snc.cs_base.last.generated.code.tree.path system property stores the Account Code value for the most recently created customer account in the Account (customer_account) table.

When you create a new customer account record, the system uses this property to determine a unique account code value for the account. The property is then updated with this latest assigned value so that the next account code value can be set as a unique value for the next account record insert.

The value of the com.snc.cs_base.last.generated.code.tree.path property must match the value of the Account Code field for the last inserted customer account record. When you create customer account records by importing data from other sources or instances, these values can get out of sync. If these values do not match, the system generates an error upon creation of the next new record in the Account table:

java.sql.BatchUpdateException: Duplicate entry for key account_path

To fix this error:
  1. Determine the account code for the last created account.
  2. Navigate to the System Property [sys_properties] table.
  3. Set the com.snc.cs_base.last.generated.code.tree.path property to that value.

Create a contact

Use this procedure to create contact information for an account.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, admin

About this task

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

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.

Create additional account addresses

An account can have multiple addresses, such as a main address as well as shipping and billing addresses.

Before you begin

Role required: sn_customerservice_manager or admin

About this task

The main address is stored in fields on the Account form and in the Addresses related list. Shipping and billing addresses are created and stored in the Addresses related list.

When you fill in the address fields on the Account form and click Submit, this information is added to the Addresses related list as the main address. Any changes made to these fields are also updated in the related list.
Note: An account can have only one main address.

All addresses for an account are stored in the Addresses related list. New addresses can be created from this related list by clicking New and filling in the fields on the Location form, including the address type.

Procedure

  1. Navigate to Customer Service > Customer > Accounts.
  2. Click the number of the desired account.
  3. In the Addresses related list, click New.
  4. Fill in the fields on the Location form.
  5. Select an address Type: Billing, Main, or Shipping.
    An account can have multiple billing and shipping addresses but can have only one main address.
  6. Click Submit.