Adding and configuring contact relationships

When a person submits a case on behalf of another person, a contact relationship can be used to specify the relationship between them. For example, when an employee's spouse calls the service center with a question about family benefits, the agent can document the contact person's name and relationship to the employee in the Employee Information area of the case. The system contains the list of relationships from which to choose.

Setup administrators can modify standard relationship types. If multiple case relationships are configured, then the case relationship with the lowest value in the Order field is the default case relationship.

  1. Select Administration > Setup.
  2. In the Primary pane, click Configurable Lists & Sets.
  3. Click Contact Relationships.
  4. Click Create.
    To configure an existing record, double-click a contact relationship.
  5. Specify this information:
    Contact Relationship
    Specify the name of the contact relationship.
    Description
    Specify a brief description of the contact relationship.
    Order
    Specify the order of the contact relationship in the list of contact relationships that is displayed.
    Locale
    If your organization uses locales, then specify the locale. The locale includes organization and country.
    Active
    Select Yes to make the contact relationship available in the system.
  6. Click Save.