Searching for Customer Records

This topic contains the following sections:

Using Basic Customer Search

Use basic customer search to search for customer records by name or email address.

To use Basic customer 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 Customer area toolbar, click Search.

    The Agent Console displays the Basic search tab.

    Figure 99: Agent Console, Basic Customer search tab

  3. In the Basic search tab (Figure 99), perform one of the following:

  4. Click Search.

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

Using Advanced Customer Search

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

To use Advanced customer 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 Customer area toolbar, click Search then click the Advanced tab.

    The Agent Console displays the Advanced search tab.

    Figure 100: Agent Console, Advanced Customer 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.

    Figure 100 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 customer records that match the search. In the Customer column, click a customer name to display the customer record.

 


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