A contact is someone about whom you or your company needs to keep business or personal information. Siebel Communications helps you manage contacts and associate contact data with accounts, opportunities, trouble tickets, or service requests.

Customer service representatives and field service representatives are examples of end users who might use contact management functions.

End users can use Siebel Communications to:

• Record and track business and personal contact information
• Create and track a list of activities for a contact
• View a contact profile
• View information about trouble tickets and service requests that are associated with a contact

This chapter discusses these procedures and provides instructions for performing them. It includes the following topics:

• Scenario for Contacts in Siebel Communications
• Adding a Contact in Siebel Communications (End User)
• Modifying a Contact Profile in Siebel Communications (End User)
• Creating a Contact-Related Activity in Siebel Communications (End User)
• Associating a Contact with a Trouble Ticket in Siebel Communications (End User)
• Additional End-User Tasks for Contact Management in Siebel Communications