To improve performance and retrieve better search results, the new search functionality in Contact Centre has been categorised into four search options - PEOPLE, SERVICE, ADDRESS, AND KNOWLEDGE.
Note that the Advanced, Add, Myself, and Guest options are now only available when "People" is selected. The search functionality will retrieve results based on the category selected.
PEOPLE
To search for User accounts, click on "People", and then type three or more characters in the search bar. This will return results containing User accounts, Contact and Organisation details, and Service Request and Interaction information.
SERVICE
To search for Service Requests, click on "Service", and then type in a numerical value (non-numerical values will show an error).
ADDRESS
To search for an Address, click on "Address", and then type three or more characters in the search bar. This will return results for addresses, and will include Service Requests held against those addresses.
KNOWLEDGE
To search for any Knowledge Article uploaded to your system, select "Knowledge", and then type three or more characters in the search bar.
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