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Contacts

Contacts are the people whose requests are handled using ConSol CM. This section describes how to define the data model for contacts in ConSol CM.

  • Data fields: Customer data which are required for the business process are saved in contact data fields. Every data field belongs to a field group, which is assigned to one or more contact models.
  • Contact models: A case in ConSol CM usually belongs to a contact, who makes a request handled in the case. The contact model determines the structure of the contacts, their data fields and the templates which define the display names for the various places of the Web Client.
  • Customer groups: Every contact in ConSol CM belongs to a customer group, which determines the data model and the available actions and relations. Users are granted permissions to view and edit contacts based on the customer group.
  • Contact actions: Contact actions allow to execute scripts for contacts. In addition, it is possible to display a form on the contact page or above the detail search in scope of a contact action. They are assigned to persons or companies of customer groups.
  • Action forms: Action form are used to display a form which the user needs to fill out when executing a contact or search action. The provided data can be used to update the contacts or to perform other operations which are implemented in the action script.
  • Contact relations: Contact relations are links between contacts. A link between two contacts can be created if a matching definition exists, i.e. a contact relation which allows persons and / or companies of the respective customer groups as a relation source and target.
  • Contact roles: Contact roles can be assigned to additional contacts of cases. They provide information about the function of the contact in the case.