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Adding a new customer contact for a job location in the Pega Field Service Interaction portal

Updated on October 6, 2020

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.

Before you begin: Determine the customer reported issue as described in Creating a service request and related work orders in the Pega Field Service Interaction portal.
  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.

Result: The Create contact window closes and the new contact is now available for assignment in the service request.
  • Previous topic Adding a new sub-location in the Pega Field Service Interaction portal
  • Next topic Rescheduling a work order in the Pega Field Service Interaction portal

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