---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Manage contacts from the customer portal

# Manage contacts from the customer portal {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Create and update customer contacts, assign roles to contacts, and enable or disable
contact logins from the customer portal.

## Create a customer contact {#ariaid-title2}

Use the Create Contact catalog item to create a contact from
the customer portal.

### Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin,
or admin

### About this task

By selecting the Create Contact catalog item, you can add the
details for a contact and create the contact record. After saving the record, you
can perform the following actions depending on your role.

* Users with the sn_customerservice.customer_admin or sn_customerservice.partner_admin can update the contact's user ID and enable or disable notifications.
* Users with the admin role can set a password for the contact and require the contact to reset their password.

{#t_CreateAContactFromPortal__ul_kvh_jzy_lrb}  
Note:  
These actions are available while you are creating the contact record.

### Procedure

1. Click RequestsRequest Something in the portal header.
2. In the Categories list, click Services and then click the Create Contact catalog item to display the Create Contact form.
3. Fill in the fields on the Create Contact form.  
   {#t_CreateAContactFromPortal__table_czw_ftc_nr__entry__2}

   | Field | Description |
   |-|-|
   | First name | The customer's first name. |
   | Last name | The customer's last name. |
   | Title | The customer's job title. |
   | Language | The customer's preferred language. |
   | Account | The customer's account. |
   | Email | The customer's email address. |
   | Business phone | The customer's business phone. |
   | Mobile phone | The customer's mobile phone. |
   [Table 1. Contact form]

   {#t_CreateAContactFromPortal__table_czw_ftc_nr}
4. Click Submit.  
   The system creates the contact and updates the Contact form.
5. **Optional:** Update the information in the following fields.  
   {#t_CreateAContactFromPortal__table_vvw_wks_lrb__entry__2}

   | Field | Description |
   |-|-|
   | Notification | Enable or disable notifications for this customer. |
   | User ID | A unique identifier for this user. The user ID should follow this format: firstname.lastname |
   [Table 2. Additional Contact fields]

   {#t_CreateAContactFromPortal__table_vvw_wks_lrb}
6. **Optional:** With the admin role, you can update password information for the contact.  
   {#t_CreateAContactFromPortal__table_x5d_wzy_lrb__entry__2}

   | Field | Description |
   |-|-|
   | Password | Set a password for the contact. |
   | Password needs reset | Requires the contact to reset their password when they log in to the portal. |
   [Table 3. Contact password information]

   {#t_CreateAContactFromPortal__table_x5d_wzy_lrb}
7. Click Save to update the record.

## Update contact information for a user {#ariaid-title3}

Update the contact information for a user from the customer portal.

### Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin,
or admin

### Procedure

1. Click SupportContacts in the portal header.
2. Select a contact from the Contacts list.
3. Make the desired changes to the fields on the Contact form.  
   {#t_UpdateContactInfoFromPortal__table_hnh_cky_pt__entry__2}

   | Field | Description |
   |-|-|
   | First name | The customer's first name. |
   | Last name | The customer's last name. |
   | Title | The customer's job title. |
   | Language | The customer's preferred language. |
   | Time zone | The time zone for this customer's location. |
   | Account | The customer's account. |
   | Email | The customer's email address |
   | Business phone | The customer's business phone. |
   | Mobile phone | The customer's mobile phone. |
   | Notification | Enable or disable notifications for this customer. |
   | User ID | A unique identifier for this user. The user ID should follow the format firstname.lastname. |
   [Table 4. Contact form]

   {#t_UpdateContactInfoFromPortal__table_hnh_cky_pt}
4. Click Save.

## Enable or disable the login for a contact {#ariaid-title4}

Enable or disable the login for a contact from the customer portal.

### Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin,
or admin

### Procedure

1. Click SupportContacts in the portal header.
2. Select a contact from the Contacts list.
3. In the Actions list, click one of the following links.

   | Choice | Description |
   | Disable login | Disables the login for this contact. When the login is disabled, the contact cannot access the customer portal. This link is displayed if the login is currently enabled. |
   | Enable login | Enables the login for this contact. This link is displayed if the login is currently disabled. |
   |-|-|

   {#t_EnableOrDisableContactLogin__choicetable_fnc_gct_lrb}

## Assign a user role to a contact {#ariaid-title5}

Assign one or more user roles to a contact from the customer portal.

### Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin,
or admin

### About this task

Use the Edit Role pop-up window to manage the roles for a contact. Contacts must have at least one assigned user role. If there are no roles in the Selected column on the pop-up window, you cannot update the record.  
Note:  
The roles available in the Edit Role pop-up window are configured using the sn_customerservice.contact_role_assignment property.

### Procedure

1. Click SupportContacts in the portal header.
2. Select a contact from the Contacts list.
3. In the Actions list, click the Edit Roles link.
4. In the Edit Role pop-up window, select a role in the Available column and move it to the Selected column.
5. Click Update on the Edit Role pop-up window.  
   Note:  
   If there are no roles in the Selected column, the system displays an error message and the column resets to display the originally assigned roles.
6. Click Save on the Contact form.
**Related reference**   

* [Roles installed with Customer Service Management](https://servicenow-prod.fluidtopics.net/ub0h_RZPPHEQT0S3aJduxg "The Customer Service Management application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users.")

*[\>]: and then