User Guide

Finding Information 31
8. Change contact details of customer
9. Create new customers and change the customer associated with an activity
10. Delete customers
11. Change customer details
Details about these resources are described in individual chapters.
Finding Information
The easiest way to locate objects like activities, cases, customers, and knowledge base articles is to search for
them.
 Objects that are listed in the Inbox can be located quickly using the My Search option in the Folders pane
in the inbox.
 Other objects like customers, and KB articles that are searchable, but not listed in the inbox, can be located
using the Search button in the Console toolbar.
For details about searching for objects see “Search for Information” on page 38.
Communicating With Others
There are two different ways of communicating with your colleagues.
 Notes are meant for internal use and are always attached to cases, activities, customers, or knowledge base
articles. For more information about notes, see “Notes” on page 96.
 Messages allow you to send simple text messages to other users of the system using their user name. Email
addresses can be used to send messages to team members who are not users of the system. For more
information about messages, see “Messages” on page 101.
Personalizing the System
About Options and Settings
Most settings are configured by administrators for the business partition or for each department. The
administrator may allow users to configure certain settings as individual options. In the Options window, you
can change your password, modify settings and create personal dictionary attributes.
Important: Changes made to options take effect on the next login. If you want the changed
options to take effect immediately, log out of the system and log in again.