How do I search for a Customer in Contact Centre? (updated for v8.4 Feb 2020)

The search functionality in the Contact Centre is categorised into four areas.

1. People
2. Service
3. Address
4. Knowledge

People

To search for customer accounts, click on People and then type 3 or more characters to search. It will return the results containing people's accounts along with Contact and Organisation details as well as service request and interaction information in detail region.

Service

The admin user must enter only numeric values to search Service requests from the contact centre otherwise the system will show an error. 

Address

Select Address and then enter 3 or more characters to search any address and the search results will include SRs against that address.

Knowledge

To search for anything from Knowledge article, select Knowledge and enter 3 or more characters to search knowledge articles and select as needed from the results.