As a customer service representative (CSR), you can update the existing customer contact details after creating the service request and work order. Contacts are individuals who are responsible for the customer account. A contact can play one of the following roles: to act as a business contact on a service request and to act as a work contact at a job location. If a customer has multiple contacts, one of the contacts created is assigned as a primary contact. The primary contact is the first contact to be selected when a job is created; other contacts can be selected instead of the primary contact, as appropriate.
In the Pega Field Service Interaction portal, identify the customer.
For more information about how to identify a customer, see Identifying a customer in the Pega Field Service Interaction portal.
Identify and select the work order that you want to update.
To update the existing customer contact details, on the work order review harness, click the Edit icon next to the On-location Contact field.
Add a new customer contact if it does not exist in the displayed list. For more information, see Adding a new customer contact for a job location in the Pega Field Service Interaction portal.