Creating a new person record
In order to be able to associate a case with a customer a Person Record will need to exist for them in CXM. If a record does not exist then creating a new one is very simple.
Click on the New Person button to begin the process.
This will bring up the form interface for creating a new Person Record.
In order to create a Person Record the minimum required information that you need is the customer’s:
- Forename
- Last name
- Address
If you are intending to invite the customer to register for an online account then you will also need their Email.
To add the Address you will be using a postcode look up service. Just select the Add Address button, enter the postcode and then click Find.
Select the customer’s address from the returned results and then click Add Address to associate it with the record that you are creating.
If the customer’s address is not returned then you have the option to Manually enter address, but please note that this is not recommended as it can increase the risk of duplication and will not associate the correct UPRN.
Once you have added the address it will be registered as the primary address for the record. It is possible to add multiple addresses to a record by repeating the process.
Complete the process by clicking Save to create your new Person Record.
You will receive a confirmation that the record has been created along with the option to View details.
You can now raise cases against the Person Record and invite the customer to register for an online account if applicable.