As a customer service representative (CSR), you can add a new customer contact while collecting field service location details, if that contact doesn’t exist in the Contact at job location list. Contacts are individuals who are responsible for the customer account. A contact can play two roles – to act as a business contact on a service request and to act as a work contact at a job location. A customer can have multiple contacts and one of the contacts created will be assigned as a primary contact. The primary contact is the first contact that is selected when an issue is raised; other contacts can be selected instead of the primary contact, as appropriate.

1. In the Pega Field Service Interaction portal, in the Collect location details window, click Add new next to Contact at job location.

2. In the Create contact window, complete the displayed fields.

3. Click Submit.