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Adding a new Contact

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Overview 

Users with an Admin role can create further contacts (employees within their company/practice). It is possible to add Contacts with a portal login for employees which should also have access to the portal and be able to create Support Cases etc.

Alternatively, you can add a Contact without setting up a portal login.

Adding a new Contact

1. In the CGM PORTAL, go to menu "MYORG" via the navigation bar on the left side.

2. On the "Contacts" tab, click on button "Add New Contact".

CustomerPortal_MYORG_Contacts_AddNew.png

 

3. In section "Personal Information", you fill in the mandatory information for the new contact.

CustomerPortal_MYORG_Contacts_AddNew_Form_Personal.png

 

If you want to set up a portal login for this contact, proceed with step 4.

If this contact should not have a portal login (yet), continue with step 7.

4. In section "Platform Access" > "Enable login", activate the radio button "Yes" to enable the login for the user.

5. In field "Role in the Portal", select the respective role/authorization that the contact should have in the portal. 

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For CGM PORTAL users, the following roles are available:

Admin: A user with Admin role in the portal has access to all functions in the portal. That means, an Admin can:

  • create and change Contacts
  • create Admin Cases and Support Cases
  • view all cases of the organization
  • view all invoices of the organization

Super-Admin: Represents the main administrator of the customer account.

  • similar access as normal Admin role. Difference: No other user can remove the Super-Admin authorization/role (even if the other user has a Super-Admin role). 
  • can change the role from Admin to User.

User: A user with a User role in the portal can:

  • create Support Cases for him-/herself
  • has read access to the organization

Customer Support Admin:

  • similar layout as "User", but without restriction to see their own cases only
  • view all cases of the organization
  • can be selected as Watcher

CustomerPortal_MYORG_Contacts_AddNew_Form_PlatformAccess.png

6. In field "Login Email", enter the e-mail address that should be used by the contact to log in to the CGM PORTAL.

Note: In case of existing contacts that do not have a login yet, the system will suggest the business e-mail address (if maintained). This e-mail address can be confirmed or changed as applicable.

7. In section "Contact Details", enter the mandatory information for the new Contact.

CustomerPortal_MYORG_Contacts_AddNew_Form_ContactDetails.png

 

8. Depending on the product you are using, a functionality to restrict the product access for support may be available in the contact.

If this feature is active for you, your Portal Admin user can control in the Contact details (when creating or editing a contact) which products your users should be able to see and use.

MYORG_Contacts_Edit_ProductFamilySelection_excerpt_EN.png

If a product is deselected in the list, the system will not show this product as an option in the SUPPORT menu nor will your users be able to see existing cases for it.

However, at least one product value should be activated for a user.

 

9. Click on button "Preview & Save Changes".

10. On the Preview Summary page, click on button "Create Contact". 

CustomerPortal_MYORG_Contacts_AddNew_Preview.png

 

If the contact creation was successful, a success message is displayed and the contact will receive a Welcome e-mail containing an Activation Link.

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  1. Page type
    How-to
    Language
    English
  2. Tags
    1. CGM PORTAL
    2. Contacts
    3. MYORG