Add Contacts to a Service Request

Add one or more contacts to the service request. Any contact you add to an SR can view and update the SR.

1. Click the Contacts subtab.

2. Click Add Contacts.

3. Enter your search criteria if relevant contacts exist your database, and select one or more contacts to associate with the SR. Click Apply to add them to the list of contacts.

4. If relevant contacts don't yet exist in your database, click Add Contact and then click Create Contact. For more information about creating a contact, see Oracle Fusion Sales Using Sales Guide.

5. After adding the contacts, click OK to return to the SR page.

Note:

• If you want to make one of the contacts the primary contact, click the Select Primary icon. You can change the primary contact by clicking a different contact, but you can't delete a primary contact. The Delete option is disabled for the primary contact.

• If two contacts are merged, you may see a change in the primary contact of an SR. The contact remaining after the merge is now associated with the SR, as it replaces the merged contact.

Add a Primary Contact to a Social Service Request

If a service request is received through a social channel, the application uses the social handle to determine the author. If you associate a social SR with a primary contact, the Create Contact Point dialog box displays, and clicking Create adds the social handle of the post author as the contact point of the primary contact. Once a social contact point exists for a contact, all SRs created for social posts from that user are associated with a primary contact.