An account administrator can customize Avaya Workspaces for CRM to enable you to create a new contact when you receive an interaction from an unknown customer. For creating contacts, Avaya Workspaces for CRM returns the focus to the original browser window. You can find additional information about managing contacts and accounts in the Salesforce documentation.
Note:
When you create records, such as contacts or accounts, Salesforce associates them with the selected interactions.
Procedure
Accept an interaction from an unknown customer.
Avaya Workspaces for CRM displays the New Contact window.
Complete the mandatory fields.
Do one of the following to link the contact to an account:
Select an account from the list of customer accounts.
If the contact is not from an existing account, create a new account.
Click Save.
Your contact center recognizes the customer the next time they request help and links all their interactions with their contact details and contact center account.
