Define Identify Customer Settings

At the end of remote support sessions, Business Objects can be created or updated and associated with remote support session histories. Use the Identify Customer page to define how to identify Customers under whom Business Objects can be created at the completion of remote support sessions.

In the Portal, when a command to start a remote support session is selected, an optional window can open to prompt the Customer for a user name, company, e-mail address, support issue (if enabled on the General page in the Chat Service Support Issue Queue area), and issue description. This information is passed to a support technician in the remote support system at the start of the remote support session. If the Customer is not currently logged into the Portal, the e-mail address she enters (if any) is used in an attempt to identify her.

Table:  Identify Customer Settings
Self-Service Portal Customers Logged In

Select the check boxes next to the types of information a Customer who is logged into the Portal should be prompted to enter when they launch a new remote support session. This information is passed to the remote support system with the request to start a session.

  • Name: Prompts the Customer to enter her name.
  • E-mail Address: Prompts the Customer to enter her e-mail address.
  • Company: Prompts the Customer to enter her company name.
  • Issue description: Prompts the Customer to enter a description of the problem she is experiencing.

When any or all of these options are selected, a window appears to prompt the Customer to provide the specified information when a new remote support session is launched.

Self-Service Portal Customers Not Logged In

Select the check boxes next to the types of information a Customer who is not logged into the Portal should be prompted to provide when they launch a new remote support session. This information is passed to the remote support system with the request to start a remote support session. In addition, the e-mail address is used to attempt to identify the Customer in CSM.

  • Name: Select this check box to prompt the Customer to enter her name.
  • E-mail Address: Pompts the Customer to specify her e-mail address. If the Customer provides an e-mail address, the e-mail address is matched against CSM User Records according to the additional Identify options in an attempt to identify the Customer.
  • Company: Prompts the Customer to provide her company name.
  • Issue description: Prompts the Customer to provide a description of the problem.

Identify Customer by Matching E-mail Address to Default E-mail Address Fields: If this option is selected and no current Customer is logged into the CSM Portal, the e-mail address entered by the Customer (if any) is matched against the default e-mail Business Objects and Fields.

Search All Contact Manager Objects: If this option is selected and no current Customer is logged into the CSM Portal, in addition to searching the default Business Objects and Fields, the e-mail address entered by the Customer (if any) is also matched against Fields having the E-mail Address attribute in all Contact Manager Objects.

Identify Customer by Matching E-mail Address to Specific Business Object and Field: If this option is selected and no current Customer is logged into the CSM Portal, the e-mail address entered by the Customer (if any) is matched against the e-mail Business Object and Field selected in the drop-downs.

If no options are selected and the Customer is not being prompted to select a support issue, no window opens for the Customer to provide information.

If no Customer identified or associated with chat session use default

Select the Customer Identified or Associated with Chat Session, Use Default check box to select a default Customer from the Contact Manager.

Click the Ellipses button (shows Default if check box is selected or select Customer if cleared). In the following cases, CSM creates Business Objects at the end of a remote support session under a default Customer:

  • Customer is not prompted to provide an e-mail address.
  • CSM could not find a match to the Customer's e-mail address in Customer Records.
  • The remote support session was not initiated through CSM (example: sessions launched from the remote support system.

If this option is not selected, and no Customer information for a completed remote support session is available, the session event is ignored and no processing takes place.