Every Genesys Customer must identify at least two contacts that will be given special access permissions to interact with Customer Care on behalf of one or more Sold To and End User combinations. Customer Care calls them Designated Contacts. They are the only customer contacts who can open and manage support cases and service requests.
The Designated Contact policy helps Customer Care safeguard the security of data and ensures that we are providing service and information about your account to contacts that should be representing your company. Assigning Designated Contacts to work with Customer Care also assists us in making sure that your contacts understand how to work with Customer Care effectively and are informed of critical Customer Care information. There are minimum requirements that must be met to be a Designated Contact. Please review the Genesys Care Support Guide for Cloud Subscriptions document for more information.