As an account manager, you can create a new contact when you receive an email from a
customer whose details are not in the Microsoft Outlook contacts list.
Role required: sn_customerservice.contact_manager or
sn_customerservice.proxy_contact
-
Open an email message you received from the contact.
-
On the Microsoft Outlook Home tab, click View in
ServiceNow.
The contact details are not available and the Outlook add-in panel
displays the No contact was found message.
-
Click the more actions icon (
) and select Create Contact.
-
Fill in the contact details in the case form and click
Submit.
You can also click the Pop-out
icon (
) to create a contact from the CSM portal page.
