How Customer Contacts Are Created

You can add a Customer Contact at any time using either of the following methods:

• Use the customer contact maintenance page.

• Use the Customer Contact Zone on the dashboard.

In addition to manually adding customer contacts, your implementation team can set up plug-in algorithms that create customer contacts when certain events transpire. For example, you can plug-in an algorithm on the Case Type object that creates a customer contact whenever a case enters a particular status. Because the number and type of plug-ins can be customized for your implementation, we cannot provide a concise list of all such algorithms.

In addition to the above, a variety of events can trigger the creation of a customer contact. Refer to Customer Contacts Are Used To Trigger Letters for the details.