Customer Context Gadget: Create New Customer Record

Document created by Cisco Documentation Team on Sep 16, 2016Last modified by Cisco Documentation Team on Sep 19, 2017
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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 when the Customer Context gadget receives an activity, but is unable to find a customer.

  1. In the Customer Record, click Unknown Customer to open the customer record.

  2. Enter customer information and click Create.


    Note


    The First Name or the Last Name is required to create a record. All other customer information in the record is optional.


A new customer record is created and the current activity is associated with the newly created customer record.


Note


The Customer Context gadget displays the information entered in the First Name and Last Name fields in the Customers list.


 

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.

  1. Click Search and type the name of the customer you want to add.


    Note


    Click the toggle icon to access the Search.


  2. 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.

  3. If you do not find the customer, click Create. The New Customer record opens.

  4. Enter relevant customer information and click Create.


    Note


    The First Name or the Last Name is required to create a record. All other customer information in the record is optional.


To exit without creating a new customer, click anywhere outside the New Customer record.

 



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