Conducting Searches
There are three different levels at which you can search for activities. Typically, a basic search is all you need to find the object you need. In the event this does not resolve your issue, you can escalate it to a simple advanced search. If your search terms need to be more obscure and specific, you can escalate further to a complex advanced search.
You must enter at least 5 characters into the search field before a search can be conducted.
If your search is taking a while to complete or you have too many search results, try narrowing down your search with more detailed search parameters.
Conducting a Basic Search
To conduct a basic search:
-
In the Desktop toolbar, enter your search terms into the search bar.
-
Press Enter on the keyboard or click the Search
icon. -
Select the desired search result that appears to view more information about the object.
There are quick and easy methods of expediting the basic search by searching for specific terms.
|
Input |
Result |
|---|---|
|
activity=<activity_id> |
The Activity page for the specific activity |
|
case=<case_id> |
The Case page for the specific Case |
|
<email_address> |
The Customer page for the customer that matches that email address |
|
<phone_number> |
The Customer page for the customer that matches that phone number. Note:
|
|
Text search |
Search results page to include all case, activity, or customers that include text used in search. Note, when running a text search:
|
If your search conducted only returns one result, that result automatically loads.
Conducting an Advanced Search
If the search results that appear do not meet your expectations, you can select the Advanced Search option to conduct an advanced search of the term. With a more advanced search, you may need to get more specific with your search terms.
While conducting advanced searches, you have the option of conducting a Simple version of an advanced search and a Complex version. The simple version allows you to search for specific details about the activity, case, etc. The Complex version allows you to add criteria to search for objects based on their relation to other attributes using the Add New Criteria button. The following table lists related objects for each type of object you can run a Complex search for.
|
Object |
Related objects |
|---|---|
|
Activity |
|
|
Case |
|
|
Customer |
|
|
Customer contact person |
|
|
Customer contact point |
|
For both Simple and Complex searches, users need to select an Attribute of the object they want to conduct the search for and an Operator to define attribute's value. While providing the value for the selected attribute using Contains operator, there are certain special characters that are prohibited to be used. The following table contains the list of special characters that are not allowed when using Contains operator.
|
Search Type |
Object Type |
Attribute |
Prohibited Special Characters |
|---|---|---|---|
|
Simple
|
Activity |
Subject |
\"!#$%&()*+,-./\\:;<=>?@[\]^{|}~¡¢£¤¥¦§¨©ª«¬¬®¯°±²³´µ¶·¸¹º»¼½¾¿×÷
|
|
Case |
Customer Name |
||
|
Customer |
Customer Name |
||
|
Contact Person |
Customer Name |
||
|
Contact Point |
Complete Address |
||
|
Email Address |
\"!#$%&()*,/\\:;<=>?[\]^{|}~¡¢£¤¥¦§¨ª«¬¬®¯°±²³´µ¶·¸¹º»¼½¾¿×÷ | ||
|
Complex |
|
|
\"!#$%&()*,/\\:;<=>?[\]^{|}~¡¢£¤¥¦§¨ª«¬¬®¯°±²³´µ¶·¸¹º»¼½¾¿×÷
|
Sorting of Advanced search results is enabled only for Activity ID, Case ID, Customer Name, Customer First Name, Customer Last Name, Created on, Due on, Queue name, Department name, Assigned To, Substatus, and Contact point data.
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