<translate>= Advanced Search = As you work with more customers and fulfill their requests, you will accumulate an extensive collection of cases and contacts. Utilizing advanced search features, you can search through your customer information easily in any language.
Note the privilege to search cases and contacts must be enabled by your contact center administrator.
What is a Search String?
A search string is any combination of letters, characters, and numbers entered in a search field with the intent of finding matching information in the associated database.
To search for cases and contacts in Agent Desktop, you can
navigate to the Search & Preview Record center and type in any character(s) (i.e., letters and/or numbers) into the search term field. In addition, you can enter email addresses, names, date of birth, case numbers, contacts, and email subject strings.
In the search results, the first 200 cases/contacts are displayed, with the newest entries displayed first.
Keywords
Keywords are words used in search strings that can help you filter and find specific kinds of content quickly. The following is a list of recognized keywords; they are organized by either case or contact.
Case Keywords
category
What it does: The category keyword filters cases by category.
How to use it: The search string can be put in double quotes; however this is optional. Without double quotes, only the first word will be associated with the keyword's search.
Example search: category: "My Team's Service"
created
What it does: The created keyword filters cases by creation date.
How to use it: The search string can be in yyyy/mm/dd format or the default format for your country (e.g., mm/dd/yyyy or mm/dd for the US); keyword and search string can be separated by the following: :, <, >, >=, <=, <>
Example search: created > 08/01/2018
flagged
What it does: The flagged keyword filters cases that were flagged
How to use it: The search string can contain the following two pairs of options: "yes" or "no"; "1" or "0"
Example search: flagged: yes|no
modified
What it does: The modified keyword filters/sorts cases by the last date of modification.
How to use it: The search string can be in yyyy/mm/dd format or the default format for your country (e.g., mm/dd/yyyy or mm/dd for the US); keyword and search string can be separated by the following: :, <, >, >=, <=, <>
Example search: modified > 08/01/2018
<number>
What it does: The number search finds cases by case number; note that the option to search by number does not require the specific keyword number.
How to use it: Enter a search string consisting only of numbers will launch a search for the matching case number.
Example search: 12345
pending_reason
What it does: The pending_reason keyword filters Pending cases by the specific Case Pending Reason; note that these will be specific to your call center.
How to use it: The search string can be put in double quotes; however, this is optional. Without double quotes, only the first word will be associated with the keyword's search.
Example search: pending_reason: "Waiting for info from customer"
reporter
Filter cases by person who posted them
Should be enclosed in double quotes. Without double quotes, we will take two words after the keyword If more than 2 words are typed in quotes, split on first space, match the rest against the last name Partial names can be typed (for example, name: J D)
reporter: "John Doe"
status
Filter cases by their statuses, more than one status can be specified using OR
keyword separated by : multiple values separated by OR (case insensitive)
status: new OR open
Contact Keywords
address
address: (matches line1 or 2, suburb, city, postcode)
company
find contacts with company name
Partial name can be typed
company: "Warehousing Inc"
dob
"Has to parse/guess a couple of date options, for example 12/11/10, 12/11/2010, 2010/11/12 and 2010-11-12 must be equivalent. The month-date vs date-month order has to be country specific (using the tenant's default country)." dob: 12/11/2010
existing functionality in 5.0 email: john@doe.com
first
Find all Johns in contacts
Partial name can be typed
first: John
last
Find all Does in contacts
Partial name can be typed
last: Doe
name
Find all John Does in contacts
Should be enclosed in double quotes. Without double quotes we will take 2 words after the keyword If more than 2 words are typed in quotes, split on first space, match the rest against the last name Partial names can be typed (for example, name: J D)
name: "John Doe"
phone
existing functionality in 5.0 phone: (415) 555 1212 (converts to international format and matches in db)
position
Partial name can be typed position: Engineer
segment
Partial name can be typed segment: gold
title
Mr, Mrs, Miss title: Mr
url
find contacts with company URL
Substring can be typed ("example" must match "www.example.com")
url: "www.example.com"
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