Is there an OOTB screen that a user can search a customer by a phone number?
Our use case: we want to integrate a telephony system to IFS so when a person rings in a IFS screen will appear with a list of customers and then the user can access the customer account or customer 360 screen
So far we are unable to find a screen to search by phone number so thinking would need to make a custom screen via a CRIM
You may be able to set up a quick report where you can quickly search via phone numbers without going about a lot of CRIM. I think this is stored at CUSTOMER_INFO_CONTACT. You would just have to make sure that all phone numbers are entered in a consistent manner.
On the Account Contact page, you can search by phone number and see a host of information related to that Account/Customer ID.
It seems I was looking in the wrong place. Initially I was looking at the “Communication Method” section on the customer account as this seems to allow contact numbers
Would you know the key difference between Communication Method and Contacts on the customer, or why both are able to store contact numbers?
The largest difference is that the Communication Method allows you to store “contacts” without the requirement of a Person record.
A Contact in IFS requires the usage of a Person record in IFS.
In my experience, many folks implementing IFS become worried about the number of Person records they may have to manage and instead utilize the Communication Method functionality instead. This allows them to quickly modify data. While some see this as a benefit, others do not like this as it may lead to a lack of data integrity.
That said, there truly is no right or wrong way and it’s whatever works best for your organization.
I am currently unsure which way our business will use IFS for storing phone numbers, we have given a suggestion of using Account Contact screen so ball is in their court. This will help avoid a CRIM at least.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.