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Salesforce: Terminate Contacts/MPOCS

GOAL: Terminate a contact/MPOC in Salesforce

Terminating a contact/MPOC in Salesforce is done when a person no longer works for a company. This is to be sure they are not able to open tickets, make requests for the account, or access Calltower Salesforce.

 

RESOLUTION/STEPS:

1. Navigate to the contact you wish to terminate. This can be done in Salesforce Lightning by typing the contact name in the universal search bar. 

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2. Click the contact to open the contact's page.

3. In order to terminate the contact, set the status to "Inactive".

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4. You will also change the "Contact Type" field from its current setting (usually Technical MPOC) to "Inactive Agent". 

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5. It is also good practice to delete the contact information like phone number and email.

ADDITIONAL INFORMATION:

Note: Contacts cannnot be deleted outright. This is for tracking information on tickets (e.g. a customer wants to know who made a request that affected their bill.)

COMMON ISSUES:

If any issues arise, send an email to salesforce@calltower.com

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