Page 26 - Email Support Playbook
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Contacts
All cases must be associated to an account AND contact.
If the dealer is listed as a contact on their account, the case will automatically relate to that
contact if they have a unique email address. „Unique email address‟ means they are the only
contact associated with that email address in SalesForce.
If all contacts from an account share the same email address, the contact field will not
automatically populate because the system does not know which contact to plug in.
Searching for an Existing Account Contact
Once you‟ve located their account number, you can enter their full
name in the „Contact Name‟ field (shown to right) and search for an
existing contact.
To open the lookup feature, click on the magnifying glass to the right of the full name. This will
bring up a list of all contacts matching that name. Determine which contact to select by
matching the account number provided (or found) with what is listed in the account column of
the search results.
If the contact is not listed on the dealers account, you need to create the contact from
the account record. Confirm, full name, email address and role. If you also notice that a
contact is incorrect (email, role, etc.) or needs to be inactivated please edit the contact to
update.
