The Contact Management feature enables you to maintain a centralized repository of all customer information, ticketing history, and engagement data in one accessible location. This provides your agents with complete customer context, helping them deliver personalized service and build stronger customer relationships through informed interactions.
You can manage contacts both automatically through ticket creation and manually for walk-in or phone requests, ensuring every customer interaction is properly documented. Unified contact records help agents anticipate customer needs by reviewing previous interactions and purchase history, generally improving service relevance and customer satisfaction.
The Contact Management feature in Service Cloud enables you to store and manage all contact details in a central location. It gives access to customer information, their ticketing history, and all the other engagements they undertake with your business.
In This Article
Adding a New Contact
There are two ways a contact can get added in Service Cloud:
- Automatically: When a ticket is created and the corresponding contact doesn’t exist in Service Cloud, the contact information from the ticket automatically creates a new contact.
- Manually: You can manually add a contact by filling out the contact information.
The following steps show how to add a contact manually:
- Log in to your Service Cloud account, and from the Navigation panel, select CONTACTS.
The Contacts page opens, displaying a list of users that you had added previously. To add a new user, click NEW CONTACT.
- The New Contact page consists of three sections that you need to fill out – Contact details (such as email address and phone number), the contact’s personal details (such as name and company information), and the contact’s address. Upon completion, you can save the user's information.
Note: Email address is the only mandatory field to be considered while adding a new contact.
Managing a Contact
The Contacts page (Navigation > CONTACTS) is the starting page where you can view, add, and manage the contacts.
On the page, you can view the following contact information and actions:
- Contact Name: Shows the name of the contact.
- Email Address: Shows the contact's email address that can be used for communication.
- Phone Number: Shows the contact’s phone number.
- Company: Shows the contact’s company name.
- Actions: Enables you to edit or delete a contact.
You can use the Filters to search for and view the contacts based on selected criteria.
For example, to view a list of contacts that belong to a specific company, you can choose the company from the filter category and apply the filter.
By default, you can view only active contact lists on the index page that are registered in Service Cloud. To view the pseudonymized contacts, enable the 'Show Deleted Contacts' toggle. You can click on these deleted contacts to access their Contact Overview page.
For every contact, you can see a consolidated view consisting of the contact details, their ticketing history, and various other engagement information. To see this contact overview, click the contact name on the Contacts page. To learn more, see Contact Overview.
Related Articles
Contact Management:
- Contact Overview - View consolidated customer information and engagement metrics
Ticket Management:
- Creating a Ticket - Create tickets automatically or manually when managing contacts
- Ticket Statuses - Track ticket lifecycle and support process for customer interactions
- Ticket Queue - Manage incoming tickets linked to contact records
Integration Configuration: