Consumer information

Consumer information includes the name, phone number, and one or more addresses for a consumer.

Create a consumer record

Consumer service agents and managers can create a consumer record from the Customer Service Management application.

Before you begin

Role required: sn_customerservice.consumer_agent, sn_customerservice_manager or admin

Procedure

  1. Navigate to Customer Service > Customer > Consumers
  2. Click New.
  3. Fill in the fields on the Consumer form as necessary.
  4. Fill in the fields on the Primary Address tab.
    A consumer can have multiple addresses but only one primary address. The primary address is stored in the Primary Address tab on the Consumer form and in the Addresses related list.
  5. If desired, set any of the fields on the Preferences tab.
  6. Click Submit.
    The record is added to the Consumers table (csm_consumer). The primary address is added to the Addresses related list and the Primary field is set to true.

Create additional consumer addresses

Consumers can have multiple addresses, including one primary address.

Before you begin

Role required: sn_customerservice.consumer_agent, sn_customerservice_manager, or admin

About this task

The primary address is stored in the Primary Address tab on the Consumer form and in the Addresses related list. Additional addresses, such as billing and shipping addresses, are created and stored in the Addresses related list.

When you fill in the fields in the Primary Address tab and click Submit, this information is added to the Addresses related list as the primary address. Any changes made to the primary address are updated in both places.

For the primary address, the Primary field is set to true. For other addresses in the list, this field is set to false. A consumer can have only one primary address.

Procedure

  1. Navigate to Customer Service > Customer > Consumers.
  2. Click the number of the desired consumer.
  3. In the Addresses related list, click New.
  4. Fill in the fields on the Location form.
  5. To denote this address as the primary address for the consumer, enable the Primary check box.
    A consumer can have multiple addresses but only one primary address.
  6. Click Submit.