You can add a new customer record using the Customer Context gadget. Create a new customer record if:
The customer has contacted the organization for the first time. There may not be a customer context associated with this customer. If no customer information is available when the call, email, or chat is accepted, the gadget creates the activity, but displays an Unknown Customer record.
The call, email, or chat does not create an activity. Manually create a new customer associated with the incoming activity.
Create New Record for Unknown Customer
This example shows how to create a new customer record by editing the Unknown Customer Record. You see an Unknown Customer record when the Customer Context gadget receives an activity, but is unable to find a customer.
In the Customer Record, click Unknown Customer to open the record.
Enter customer information and click Create.
A new customer record is created and the current activity is associated with the newly created customer record.
Create a New Customer from the Search Option
This example shows how to create a new customer when:
The incoming call, email, or chat does not create a new activity.
A new customer activity occurs outside your application. For example, purchases recorded in a different tracking system that requires you to create a customer record in the customer support database.
For more information on Search, see Search for Customer Record.
Click Search and type the name of the customer you want to add.
If you find the customer, you can edit this record and add the new information to this existing customer. See Update Customer Record to learn how to update customer information. See Create New Activity to learn how to add a new activity to an existing customer record.
If you do not find the customer, click Create. The New Customer record opens.
Enter relevant customer information and click Create.
To exit without creating a new customer, click anywhere outside the New Customer record.
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