Contact roles

Introduction to contact roles in ConSol CM

Contact roles can be assigned to additional contacts of cases. They provide information about the function of the contact in the case. This can be helpful for cases for which the user needs to interact with several people on the customer’s side. In addition, the contact roles can be used in scripts to control the process flow, e.g. to send emails to contacts with a certain role.

Concepts, terms and definitions

Concept	Other terms	Definition
main contact	main customer	Contact who gave the reason for creating the case, mandatory if contacts are used in the queue; a case can only have one main contact
additional contact	additional customer	Contact who is involved in the case, optional; a case can have several additional contacts

Settings for contact roles

The following settings are available for contact roles:

• Internal name: The internal name of the contact role.

• Localized name: The localized name of the contact role which is displayed in the Web Client.

Basic tasks

Managing contact roles

Contact roles are managed on the Contact roles page of the Web Admin Suite. The following actions are available:

• Create a new contact role
  Click the New contact role button above the list of contact roles or duplicate an existing contact role by clicking the Duplicate icon of a role. Provide the required settings, see Settings for contact roles.

• Edit a contact role
  Click the Edit icon or contact role’s row and update the desired data, see Settings for contact roles.

• Sort the contact roles
  There are two ways to sort the contact roles. You can either drag each contact role to the desired position or use the Move up and Move down icons to determine the order. This way, you determine the order in which the contact roles are displayed in the role selector in the Web Client.

• Deactivate a contact role
  You can deactivate a contact role by clicking the Deactivate icon.

  If you deactivate a contact role, it cannot be assigned to additional contacts anymore, but it is still displayed for additional contacts which already had this role assigned.

• Activate a contact role
  You can activate contact roles which are deactivated by clicking the Activate icon.

• Delete a contact role
  You can delete a contact role which is not assigned to any additional contact by clicking the Delete icon.