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Contact Center: Need Customer Information To Be Copied When A New Contact Is Created (Doc ID 1287207.1)

Last updated on JANUARY 05, 2018

Applies to:

Oracle Customer Care - Version 11.5.10.2 and later
Information in this document applies to any platform.

Symptoms

When creating a new Contact for a customer on the Contact Center, the Address of the Customer is defaulted for the new Contact in the Contact Info section and cannot be changed.

Steps:

(R) Service
(N) Customer Manager > Contact Center

1. Search for Customer via the Customer Block
2. Click 'Create Contact' button in the Contact block
3. Customer details filter into the Create Contact form - Customer Info section and Contact Info section contains the customer address in the Address field.
=> The Address cannot be updated.

Cause

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