Create a contact in Microsoft Outlook

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • As an account manager, you can create a new contact when you receive an email from a customer whose details are not in the Microsoft Outlook contacts list.

    Before you begin

    Role required: sn_customerservice.contact_manager and sn_customerservice.proxy_contact

    Procedure

    1. Open an email message you received from the contact.
    2. On the Microsoft Outlook Home tab, click View in ServiceNow.
      The contact details are not available and the Outlook add-in panel displays the No contact was found message.
    3. Click the more actions icon (More actions icon) and select Create Contact.
    4. Fill in the contact details in the case form and click Submit.
    5. Optional: If you want to perform other contact tasks, access the CSM portal by clicking the Pop-out icon (Pop-out icon to go to the CSM portal page.).