Help center Core configuration Customers & support levels Configure company and contact field policies Updated Monday, October 26, 2026 · Marc Staine Customer policies control which company or contact fields agents see and how those fields are ordered. Use role-specific layouts to reduce clutter while retaining the data each team needs. Applies to: Supportbench Core. Location: Settings → Customers → Customer policy. Access and available controls depend on your role and account capabilities. Before you begin You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example. Configure and verify Open Settings → Customers → Customer policy.Find the item in the list and open it, or choose the page’s new-item action.Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.Save the item and resolve any validation message. Reopen it to confirm the saved values.Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted. Settings reference SummarySettingWhat it controlsHow to chooseNameRequired policy name; up to 50 characters.Identify the record type and intended team.DescriptionAdministrative explanation, up to 250 characters.Explain why the layout differs from the standard one.TypeCompanies or Contacts. Changing it resets visible fields and order to that type’s defaults.Choose the type before arranging fields.Agent RolesLimits the policy to selected agent roles. Empty means all roles.Use a role-specific policy only when that group needs a different layout. Fields to Show and Field OrderSettingWhat it controlsHow to chooseFields to ShowSelects type-specific standard and custom fields. At least one visible field is required.Include fields needed for everyday work; hiding a field does not erase its saved value.Field OrderArranges visible fields using drag or arrow controls. Hidden fields cannot be ordered until shown.Group related information and put frequent inputs first.AuditDisplays creation and update details.Use it to identify when a layout was changed. Company field choicesEach choice controls layout visibility; it does not edit the field value or grant access. Only visible fields can be arranged in Field Order.SettingWhat it controlsHow to chooseId / Name / SummaryCompany identifier, displayed name and summary.Keep identity and useful context easy to find.Parent / Status / Type / Support levelCompany hierarchy, classifications and support entitlement.Show the distinctions the role needs for routing and service decisions.Address / City / State/Province / Country / ZIP/Postal codeCompany mailing-address components.Keep related address fields together.Tags / PhoneCompany classification tags and telephone contact.Expose useful classifications without duplicating unrelated inputs.Account manager / Technical manager / Customer success managerThe three company management relationships.Include the owners the team actually consults.Health scoring active / Health score / Health risk / Health commentsConditional fields available when account health scoring is enabled.Keep the risk context visible alongside a score.Timezone / Sector and industryRegional and business classifications.Use where they inform contact timing or service context.Facebook page / Twitter page / Crunchbase page / Linkedin pageStored company profile links.Show only links maintained by your team.Domains / Twitter handles / RolesCompany domain, social-identity and customer-role associations.Review their operational meaning separately from their layout visibility.Revenue / Renewal / ActiveCommercial context and availability state.Show only to roles with an operational need.Company custom fieldsAccount-defined fields at the Company location.Select the actual fields required for this role and preserve their intended grouping. Contact field choicesSettingWhat it controlsHow to chooseId / Name / Bio / AvatarContact identity and profile context.Prioritize unambiguous identity.Company / Status / Type / Title / Department / Support levelCompany relationship, classifications and professional/service context.Use the contact values rather than assuming company values are identical.Email / Secondary emails / Phone / MobileContact communication channels.Keep frequently used channels together.Address / City / State/Province / Country / ZIP/Postal codeContact mailing-address components.Review company-address inheritance in the record editor separately.LDAP username / Tags / Roles / Company watcherDirectory identity, classification and supported access/notification associations.Hiding these fields does not revoke their stored settings.Account manager / Technical manager / Customer success manager / TimezoneContact-level managers and timezone.Distinguish these relationships from company managers.Facebook page / Twitter page / Googleplus page / Linkedin pageStored social profile fields. Googleplus is a retained historical field in the catalog.Use only maintained values offered by your released editor.Active / Contact custom fieldsContact availability plus account-defined Contact fields.Keep essential operational fields visible and arrange custom fields by task. Behavior to knowChanging the policy type resets its field selection and ordering.A hidden value remains stored; layout visibility is not a data-deletion operation. Recommended use Use terminology that agents and customers already understand. Explain the intended meaning in the description.Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion. Worked example Create a Contacts policy for a defined agent role.Choose Contacts before selecting fields.Include identity, contact information and the custom fields required by that team.Arrange the visible fields and save.Open a test contact with an included role and an excluded role to confirm each receives the intended layout. Troubleshooting ProblemWhat to checkThe item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed. Related configuration Organization → Configure agent roles and division accessCustomers → Manage companies and customer organization detailsCustomers → Manage contacts and customer portal accessConfiguration → Configure custom fields and dropdown choices Was this article helpful? Yes No Thank you for your feedback.