Shared Customer accounts do not require a particular ID associated with Address Book contact information. The shared account is used by multiple users and is intended for casual users of the system. Common IDs associated with a shared account include “guest”, “customer”, “employee”, etc.
After logging in with a shared Customer ID and password, the Customer is prompted for his or her unique key, such as email address. The contact information associated with that unique key is displayed when the user submits a new Request. If this is the first time the user has entered the system, he or she can create a new Address Book contact record.
One exception to this rule is the Customer Read KB user role. Because these users cannot submit Requests (they only have permission to search the Knowledge Base), there is no need for them to enter contact information. This user type is normally created as a shared account.
The shared account is not recommended in a workspace where an LDAP Address Book is used. In addition, if NT, LDAP, or UNIX password authentication is enabled, the shared ID must exist in the domain password file.