Customers

A Customer is an End-User, either an internal employee or an external individual, who relies on CSM to initiate/fulfill a Service or Product (ex: A person reporting a lost password or requesting a new phone). If configured, a Customer can access CSM data and perform self-service activities using the Portal. A Customer is assigned to one, and only one, Security Group (so they can access specific functionality and data) can log in using their default Role (so they can have a personal Customer View) and can belong to one or more Workgroups (so they can share CSM items, such as Dashboards).

Each Customer has a Customer Profile (called a Customer record) that stores the pertinent details and properties for the Customer, including:

• Identification information: Name, department, title, manager, etc.
• Details: Contact information, SLA level, social media information, etc.
  Note: The Customer record Fields are configurable and are stored in the Customer Info Business Object (called Customer - Internal in the Starter Database).

Customer records are created in the CSM Desktop Client and are managed (searched for, edited, deleted, etc.) using the Contact Manager. A Customer record does NOT store account credentials, so any Customer requiring a Portal login must also have Portal credentials to store:

• Portal login credentials (username and password).
• Assigned Security Group.
• Account details (password resets, etc.).