Adding and editing contact information

Because RightNow Service creates incidents from customer questions, the contact informa­tion is usually present when you respond to an incident. Sometimes, however, you will need to add or edit contact information. You can add multiple contacts to an incident, but you must designate only one as the primary contact. Secondary contacts do not have to be associated with the same organization as the primary contact.

To add or edit contact information:

1	Click the Contacts tab.

2	To add a new contact to the incident, click the Add button and select Add New. (Another way to open the New Contact window is to click the Search button to the right of the Contact field and click the New Contact button.)

If the incident’s primary contact is associated with an organization, the organiza­tion information populates the relevant fields in the contact record. By default, when you change the primary contact associated with an incident, the original contact remains associated to the incident as a secondary contact. As a secondary contact, they will still receive copies of all responses sent for the incident.

Or

To add an existing contact to the incident, click the Add button, select Add Existing, search for the contact you want to add, and select it. To edit this contact, right-click it and select Open.

Or

To edit an existing contact for the incident, right-click the contact and select Open. Or

To remove an existing contact from the incident, click the Remove button. This will disas­sociate the contact from the incident, but the contact’s record will remain in the knowl­edge base.

3	Add or edit contact information in the First Name and Last Name fields and make a selec­tion in the State field.

4	To add or edit other contact information, make the changes in the fields or on the record tabs. For information about working with contacts, refer to Contacts.

5	Click the OK button to close the contact window.

Closing the contact window keeps the contact data in memory, but the contact record is not saved in the knowledge base until you save the incident.

6	To add other information to the primary contact record, click the Contact Fields tab.

a	To add or edit the contact’s login or password, type it in the field.

b	To select or change the contact’s global opt-in choice, email format, or state, click the appropriate drop-down menu and select an option.

7	To view incident information for the primary contact, click the Incident History tab.

8	Click the Save button to save your changes on the Contacts tab.

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