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Verifying an Existing Contact

When receiving an inbound call, the first step is typically to verify and locate the caller using the Contacts screen or the Search Center, if the screen is not automatically populated with information. To verify the caller, perform a query in the Last and First Name fields. If the customer is in the system, you can verify the additional contact information, such as account name and address.

To find a contact using the Search Center

  1. Click the Search button.

    2. The Search Center appears in a frame at the right side of the application window.

  2. In the Look In drop-down list, select Contacts.

    3. Several search fields appear, including Last Name, First Name, Account, and CSN (a unique number for each customer). The administrator may configure the search fields differently according to the requirements or needs of your organization.

  3. Complete the fields to define your search.

    4. You can use Boolean operators and keywords that are not case-sensitive.

  4. Click Search.

    5. The records that match your search appear in the Results list. You may also set the dashboard with the contact's information by clicking the Set Customer Dashboard button in the Search window.

  5. Click the hyperlink in the Last Name field of the record in the Results list to display the contact record and its related activities.

 Siebel Call Center User Guide 
 Published: 18 April 2003