Each case should be assigned to customer record and a contact. The contact is the person who opened the case with you and whom you are communicating with towards the resolution.
- Click the customer contact you want to assign the case to.
- Click use contact.
If the contact doesn’t exist in the list you can create them by clicking Make new Contact for this Customer
- Complete the contact information
- To include this contact in the customer profile record, check the box Display in Customer Record
