Contacts Management

Contacts contain the contact details of customers or individuals.

Prerequisite: Based on user roles, the administrator has assigned View All, Read, Update, and Delete permissions on the Contact object.

Access Contacts from Shared Apps to view the following tabs:

My Contacts: This is the default tab on the Contacts page. All the contacts created by you are listed on this page along with their details.
Recently Viewed: You can view the list of contacts that you recently viewed.
All Contacts: You can view the list of contacts created by other users only if you have access rights.

Customizing and Managing the Contacts List View

Click the View Settings () icon to control the columns displayed in the grid and rearrange the column order. For more information, see Custom View Settings.

You can save a filtered view of the contact list and set it as your default, you do not have to reapply filters each time you open the the grid view (list view). For more information, see Custom Views.

You can sort contacts by clicking the Name or Account Name column headers. Each click toggles between ascending and descending order. Contacts are initially sorted by Last Modified Date (newest first). To resize columns, hover near a column edge until the two-way arrow appears, then click and drag to adjust the width.

Use the Rows per page drop-down to control how many records are displayed per page (options include 10, 20, 30, 50, and 100). These options work alongside search and filter functions. Use the navigation buttons or page selector to browse through pages.

Creating a Contact

Based on user roles, the administrator has assigned Read and Create permissions on the Contact object. For more information, see Roles and Permission Groups .

Click the App Launcher icon ().
Select Contacts from Shared Apps.
On the My Contacts tab, click New Contact.
Tip: An administrator can use the Edit Page button in the page header to customize the page layout of the Contact Details page in CX Studio. This allows them to add or remove standard and custom fields. For more information about editing page layouts, see Page Layout Configuration in CX Studio.

Enter the following fields in the Contact Information section.


Field	Description
Salutation	(Required) Select the salutation or title from the drop-down menu
First Name	(Required) Enter the first name
Last Name	(Required) Enter the last name
Account Name	(Required) Enter the account name
Email	(Required) Enter the email address
Phone	Enter the phone number
Title	Enter the title

Enter the following fields in the Additional Information section.


Field	Description
Description	Enter the description
Fax	Enter the fax number
Department	Enter the department name the contact person belongs to
Home Phone	Enter the home phone number
Lead Source	Select the source of lead from the drop-down menu

Enter the following fields in the Address Information section.


Field	Description
Mailing Address	Enter the contact's mailing address
Mailing Street	Enter the contact's mailing street name
Mailing City	Enter the contact's mailing city
Mailing Province/State	Enter the contact's mailing province or state
Mailing Postal Code	Enter the contact's mailing postal code
Mailing Country	Enter the contact's mailing country
Other Address	Enter the contact's alternate address
Other Street	Enter the contact's alternate street name
Other City	Enter the contact's alternate city
Other State	Enter the contact's alternate province or state
Other Postal Code	Enter the contact's alternate postal code
Other Country	Enter the contact's alternate country

Click Save.
A new contact is created.

Editing One or More Contacts

Based on user roles, the administrator has assigned Read and Update permissions on the Contact object and set field permissions for contact fields.

You can update one or more contacts after creating them. To edit multiple contacts, select from the contacts list and make your changes simultaneously.

Edit a contact

Select a contact to edit. This displays the Contact Details page
Note: An administrator can use the Edit Page button in the page header to customize the page layout of the Contact Details page in CX Studio. This allows them to add or remove standard and custom fields. For more information about editing page layouts, see Page Layout Configuration in CX Studio.
Click the Edit icon ().
Update the required details and click Save.

Edit multiple contacts

Navigate to My Contacts to view the contacts list page.
Select a set of contacts to edit or use the Advanced Search option to narrow down the list of contacts. This helps you to filter and find the specific contacts to edit. For more information, see Searching Contacts.
Click the Bulk Edit icon (). This opens the Edit window, displaying the fields currently available on the grid, which are unpopulated.To add more fields to the grid and edit, select the View Settings option. For more information, see the "View Setting" section in Managing Contacts.
Edit the fields and click Save.
The fields for the selected contacts are updated.

Deleting One or More Contacts

Based on user roles, the administrator has assigned Read and Delete permissions on the Contact object.

You can select one or more contacts from a list of contacts and delete it.

Delete a contact

Click the App Launcher icon ().
Select Contacts from Shared Apps.
On the My Contacts tab, click the contact name link to open the Contact Details page.
Click the More icon () in the upper-right corner and select Delete.
On the Delete Contact window, click Confirm.

Delete multiple contacts

On the My Contacts tab, select the contacts to delete.
Click the Delete icon () to display the Delete Contact window.
Click Confirm.

The selected contact or contracts are deleted.

Searching Contacts

You can search contacts on the contacts list page using the basic search or advanced search.

On the contacts list page, enter a search term in the search bar and press Enter.

Note: You can search based on the contact name.
To apply filters to your search results, click the Advanced Search icon ().
This raises the Advanced Filter window.
Select a field from the Field drop-down list to be used in the filter criteria.
Select an operator from the Operator drop-down list. The operator defines the relationship between the field and the value. The list of available operators varies depending on the data type of the chosen field.
Enter the value of the field. The type of value field depends on the field selected.
Note:
Click the Delete icon () next to the search query to remove the search criteria.

Click Remove All to remove multiple search criteria.
Click Apply.

CLM returns the contacts that match the criteria.

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