Update Customer Contact Information-CS

Update Customer Contact Information-CS

Customer contact information resides in TIMX SCM and is uploaded to both ServiceBench and Zoho Desk.
It may take up to 24 hours before ServiceBench or Zoho Desk reflect changes made in TIMX SCM.

Open Customer Record in TIMX

  1. Log into TIMX SCM.
  2. Click Enrollment, then select HS Search Panel
  3. Search for the contract using either the Contract ID number, the Customer's First and Last Name, or the Property Address.
    4. If you search by the Contract ID , remember to leave off the Renewal Count (the .x at the end of the contract number)
  4. Enter the Search Criteria then select Search in the menu.
    5. You can also click the Search icon in the toolbar or select the ALL radio button next to the HS Status line below the search criteria fields
  5. Double click anywhere in the row of the contract you want to display to open the contract.

Update Contact Information

To update phone number(s) or email:
  1. Click Menu Options, then select Customer Maintenance.
  2. Update the necessary information, then click Save.

 To update the mailing address:
  1. Click Mail in the middle of the Enrollment Screen.
  2. Edit the mailing address, then click Close.
  3. Click Save and No in the pop-ups.

Enter Comments

  1. Click the Menu Options, then select Comm Hist Log.
  2. Click the Add icon in the toolbar.
  3. Click the new row to each drop-down field and select the following:
    1. Communication Source - Customer
    2. Communication Object - Customer
    3. Correspondence Type - Leave Blank
    4. Communication Type - Contract
    5. Communication Method - Phone
  4. Enter the interaction details and changes made in the Comments field.
  5. Click the Save icon in the toolbar.
  6. Click Save and Exit in the pop-ups.



    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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