Searching for Case Records

This topic contains the following sections:

Using Basic Case Search

Use basic case search to search for case records by number, subject, the agent who created the case, or the agent assigned to the case.

To use Basic case search:

  1. In the Navigation bar, click Home.

    In the CRM panel, the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. displays the default Internal CRM record.

  2. In the record, in the Case area, click Search.

    The Agent Console displays the Basic search tab.

    Figure 97: Agent Console, Basic Case search tab

  3. In the Basic search tab, perform one of the following:

  4. Click Search.

    In the Found tab, the Agent Console displays the case records that match the search. In the case # or Subject columns, click a case number or subject to display the case record.

Using Advanced Case Search

Use the advanced case search feature to search for a larger set of both default and custom case fields than are available in basic search.

To use Advanced case search:

  1. In the Navigation bar, click Home.

    In the CRM panel, the Agent Console displays the default Internal CRM record.

  2. In the record, in the Case area toolbar, click Search then click the Advanced tab.

    The Agent Console displays the Advanced search tab.

    Figure 98: Agent Console, Advanced Case search tab

  3. To search for text values, in the Advanced search tab, in text entry fields:

  4. To search for picklist choices, in a field that contains a picklist, choose one or more items.

    shows a picklist named Customer Type.

  5. To search for picklist choices that have been deleted from the picklist's set of choices, in a field that contains a picklist, choose Deleted Values.

  6. Click Search.

    In the Found tab, the Agent Console displays the case records that match the search. In the case column, click a case name to display the case record.

 


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