Create a contact in Microsoft Outlook

---
title: Create a contact in Microsoft Outlook
description: As an account manager, you can create a contact when you receive an email from a customer whose details aren’t in the Microsoft Outlook contacts list.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-new-contact.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use Microsoft Outlook with CSM, Schedules and sites, Use, Customer Service Management]
---

# Create a contact in Microsoft Outlook

As an account manager, you can create a contact when you receive an email from a customer whose details aren’t in the Microsoft Outlook contacts list.

## Before you begin

Role required: sn\_customerservice.contact\_manager and sn\_csm\_proxy\_cont

## Procedure

1.  Open an email message that you received from the contact.

2.  On the Microsoft Outlook Home tab, select **View in ServiceNow**.

    The contact details aren’t available and the Outlook add-in panel displays the `No contact was found` message.

3.  Select the more actions icon \(\[Omitted image "more\_icon.png"\] Alt text: More actions icon\) and select **Create Contact**.

4.  Fill in the contact details in the case form and select **Submit**.

5.  If you want to perform other contact tasks, access the CSM portal by selecting the Pop-out icon \(\[Omitted image "pop-out-icon.png"\] Alt text: Pop-out icon to go to the CSM portal page.\).