Adding and configuring contact relationships

A contact relationship specifies how a person submitting a case on behalf of another person is related to the person the case concerns. 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 field. The agent can select from a list of relationships for documentation.

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. Log in as CM setup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Configurable Lists.
  4. Click Contact Relationships.
  5. To configure a contact relationship, click the contact relationship and modify the information in the fields.
  6. To add a contact relationship, click Add Contact Relationship and specify this information:
    Code
    This value is not displayed to end users. If your system is set up for multiple languages, then the best practice is to use an English word and then use that same English word as the code for each translation.
    Name
    Specify the name of the contact relationship. The name is available in the Contact Relationship list on the case form.
    Order
    Specify the number that corresponds to the item’s order in the list. Changes to the order are shown when you refresh the list.
    Locale
    Select the locale. The locale includes language and country.
    Hide
    Set the visibility of the value in the list. Select No to show the value or Yes to hide the value.
  7. Click Add or Update.