Customer Contact Tags
Customer contact tagging is a way of assigning keywords or labels to a customer contact. This is done using customer contact characteristics.
Your organization can use tags to add more information or better capture the reason for the interaction with the customer. Tags can provide more specifics than the customer contact class and type and can include topics discussed that the contact class and type may not capture.
The system recognizes a customer contact characteristic as a tag when the characteristic type has the characteristic entity “characteristic tag “in addition to the customer contact characteristic entity. Like all customer contact characteristics, these must be configured as allowable customer contact characteristics on the type.
The customer contact user interface displays and maintains these characteristic types differently than other customer contact characteristics. The characteristic value is not shown and tag characteristics are not shown in the main characteristic collection.
Characteristic types with the characteristic tag entity must be adhoc characteristic types. The system assigns a characteristic value of “1” to characteristics of characteristic types. It is the presence of the characteristic type, not its value, that is important.
Currently, only customer contact has features on the user interface to display characteristic tags differently. It is not recommended to add the characteristic tag entity to non-customer contact characteristic types unless your implementation introduces a customization to display or maintain these differently.