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.
Note: 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.
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