Lab

Accounts, Contacts, and 03

Hierarchies 620-25m

LAB OBJECTIVES
Shark Hotels is one of NGM’s major business accounts, covering multiple sites. The account
has hotels in Texas and other hotels located in Tennessee. In this exercise, you will help set up
the accounts and contacts for Shark Hotels.

Required Resource(s): Customer Account Data.xlsx, Customer Contact Data.xlsx, and B2B Jenna
Barnes.png

These files should have been downloaded as part of lab 01.01 and saved to your desktop.

Lab Dependency: This lab is dependent on the completion of lab 01.01.

Outcomes:

• Create an Account
• Create an Account hierarchy
• Import Account data
• Create Contacts
• Import Contact data
• Set Account Primary Contacts
• Update a Contact’s user record

Note: Even though we apply all actions as a system administrator in this lab, the creation,
modification, and removal of Accounts and Contact records can be performed as a Customer
Service Manager or Customer Service Agent. These personas are explored later in the course.

A. Create an Account
Shark Hotels’ headquarters, located in Texas, USA, hosts all the company’s administrative
departments. They must be onboarded first.

1. As System Administrator, navigate to Customer Service > Customer > Accounts.

2. In the Accounts list, click New in the top right of the form.
3. Complete the Account form as follows:

o Name: Shark Hotels

o Website: click the lock icon first and enter www.sharkhotels.com
o Phone: (972) 285-8044 (formats automatically)

4. Click Save.

Note: Upon opening the Account form, you will notice that the Number field is automatically
filled in, and the account will be marked as a customer by default.

5. Scroll down to the Account Addresses related list and click New.

6. Click on the magnifying glass icon in the Location field.

7. In the Locations pop-up window, click New.

8. Complete the Location form as follows:

o Name: 3221 San Vicente Ave, Dallas, TX 75228

o Street: 3221 San Vicente Ave
o City: Dallas
o State / Province: TX
o Country: USA
o Zip / Postal code: 75228

9. Click Submit.

10. Click the lock icon next to the Type field.

11. Click the magnifying glass next to Select target record.

12. In the Address Types pop-up window select Billing.

13. Repeat steps 11 and 12 for Shipping, and Mailing.

Note: You could also type each address type in the Select target record field, one at a time, and
each will be added to the Type field.
14. Click on the lock icon to close it.

15. Notice that all three address types have been added to the Account Address record.

16. Activate the Primary address field.

17. Click Submit.

18. Notice the Account Addresses related list tab now shows one address and that it
contains the Shark Hotels account information you just completed.
 19. Notice that the form's primary address and related primary address records are not
automatically synchronized, unlike consumer records.

B. Create an Account hierarchy

It is time to create a couple of sub-accounts. These are called child accounts in ServiceNow.

1. Customer Service > Customer > Accounts

2. In the Accounts list, click New.

Note: NEVER use the Insert & Stay functionality when creating a new account. While it may be
an efficient method, it can cause the following error:

The error message appears as the system calculates the current account hierarchy based on a
unique code, ready to be stored in the Account Path field of the respective Account record.
Therefore, copying an existing account would include its Account Path, which the new account
cannot use.

Whenever you run into this issue, even if you did NOT use Insert & Stay, please consult
docs.servicenow.com for the com.snc.cs_base.last.generated.code.tree.path System Property
that invokes this behavior.

3. Complete the Account form as follows:

o Name: Shark Hotels - Tennessee

o Parent Account: Shark Hotels
o Website: www.sharkhotels.com
 o Phone: (615) 428-4532 (formats automatically)
o Street: 500 N Blake St
o City: Nashville
o State / Province: TN
o Zip / Postal code: 37011
o Country: USA

4. Click Save.

5. You should now see the Shark Hotels - Tennessee account and its parent account
Shark Hotels in the Account Hierarchy on the account form.

Note: Your account numbers may differ from those shown.

6. An alternative method is available to create a new child account. In the Account

Hierarchy section, click on Shark Hotels - ACCT0010XXX. You are returned to the
Shark Hotels account.

7. Scroll down to the Accounts related list. It displays all child accounts of the current
one, including the previously created Shark Hotels - Tennessee. Click New.
8. Complete the Account form as follows:

o Name: Shark Hotels - Texas

o Parent Account: Shark Hotels (auto-filled)
o Website: www.sharkhotels.com
o Phone: (214) 208-3062 (formatted automatically)
o Street: 2232 E Cowboys Parkway
o City: Dallas
o State / Province: TX
o Zip / Postal code: 76242
o Country: USA
o Customer: True <checked>

Note: The Parent Account is prepopulated because we created this account via the Parent
Account record, Shark Hotels.

9. Click Save.

10. Shark Hotels - Texas has now been added to the Account Hierarchy:

Note: Child accounts can contain their own child accounts by applying similar steps as outlined
above.
C. Import Account data
Creating every account manually is time-consuming and can be avoided by importing the
account data. In lab 03.01, you learned how to import data with import sets. In this lab, you
will learn how to utilize a different method.

1. Customer Service > Customer > Accounts

2. Open the column options menu on the right side of any column heading and click
Import.

3. Uncheck the Do you want to create an Excel template to enter data? checkbox.

4. Depending on the browser you use, click Choose file/Browse and select the
Customer Account Data.xlsx file you have downloaded earlier.

Note: The file you upload is prepared based on the Excel template that can be created with the
Create Excel template button. This import approach is different from the import you ran earlier
in the Consumers lab, as the former used a transformation map.

5. Click Upload.
6. Wait until the upload is completed and click Preview Imported Data.

7. Click X to close any messages that may appear at the top of the form.

8. Make sure no errors are reported, and two import rows are created.

9. Click Complete Import. You might have to scroll down to the bottom of the screen
to see the button.

10. Once the import is complete, you should see the newly created accounts Shark
Hotels - Dallas and Shark Hotels - San Antonio.

11. Customer Service > Customer > Accounts

12. Search for and open the Shark Hotels - Texas account record.
 13. Notice the child accounts Shark Hotels - Dallas and Shark Hotels - San Antonio are
now visible in the account hierarchy.

D. Create Contacts
The Shark Hotel accounts are set up, and the next step is to define their contacts who might
want to raise a question, issue, or problem.

1. Customer Service > Customer > Contacts

2. In the Contacts list, click New in the top right of the form:

3. Complete the Contact form as follows:

o First name: Jenna

o Last name: Barnes
o Account: Shark Hotels
o Title: Hotel Operations Manager
o Language: English
o Email: jenna.barnes@sharkhotels.com
o Time zone: US/Central

4. Click Submit.
5. Messages appear on top of the screen confirming the contact has been assigned
different roles due to the customer role granted in the background. Click X to close
the messages. You may ignore the null mentioned in the messages.
 Note: The customer personas are explored later in the course.

E. Import Contact data

Like the account data dealt with earlier, creating every contact manually is time-consuming
and can be avoided by importing the contact data.

1. Open the column options menu on the right side of any column heading and click
Import.

2. Uncheck the Do you want to create an Excel template to enter data? checkbox.

3. Depending on the browser you use, click Choose file/Browse and select the
Customer Contact Data.xlsx file you have downloaded earlier.
4. Click Upload.

5. Wait until the upload is completed and click Preview Imported Data.

6. Click X to close any messages that may appear at the top of the form.

7. Make sure no errors are reported, and four import rows are created.

8. Click Complete Import. You might have to scroll down to the bottom of the screen
to see the button.

9. Once the import is complete, messages appear on top of the screen confirming the
contact has been assigned different roles due to the customer role granted in the
background. Click X to close the messages.

Note: The customer personas are explored later in the course.

 10. Notice the four contacts were created and associated with the different Shark Hotels
accounts.

F. Set Account Primary Contacts

Defining a primary contact for each account is not mandatory. However, NGM prefers to have
a single point of contact for each customer.

1. Customer Service > Customer > Accounts

2. Search for all Shark Hotel accounts by typing *shark in the Name column search box
and hit Enter.

3. Find the Shark Hotels account in the list and double-click the (empty) Primary
Contact field. Search for and select Jenna Barnes and click the green checkmark to
confirm the change.

4. Repeat step 3 for the following Accounts - Primary Contacts:

o Shark Hotels - Tennessee: Chris Hanneker

o Shark Hotels - Texas: Anita Harris
o Shark Hotels - Dallas: Jamie Dean
G. Update a Contact’s user record
A password must be assigned to allow a contact to log in to the Customer Service Portal. A
separate User record does not need to be created as the Contact (customer_contact) table
extends the User (sys_user) table.

Note: The contact form does not display all available User fields due to the enforced Case view.
Hence, we must set the login data on the Default view enforced via the Users module.

1. User Administration > Users

2. Search for and open Jenna Barnes’ user record.

3. Update the Contact form as follows:

o Password: JennaBarnes1
o Photo: Upload the picture of Jenna by uploading the file B2B Jenna Barnes.png
downloaded in lab 01.01
 Note: Uploading the photo saves any change(s) made to the contact record, including the
password you have entered earlier. As the password was saved, the field is emptied on the
form.

LAB VERIFICATION
1. Customer Service > Customer > Accounts

2. Search for and open the Shark Hotels account record.

3. Scroll down to the Related Links section and click Create Case.

Note: Cases can also be created directly from a Contact record by system administrators,
customer service managers, and customer service agents. These personas are explored later in
the course.

4. The Account field refers to Shark Hotels.

Note: The case number in your instance may differ from the screenshot.
 5. When selecting the Contact, you should be able to view two contacts: Jenna Barnes
and Mary Nguyen. Select Jenna Barnes.

6. The contact field now refers to Jenna Barnes.

7. Click Save.

Note: The case number in your instance may differ from the screenshot.

Congratulations, you have completed the Accounts, Contacts, and Hierarchies

Lab!