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 Posted 11/15/2006 1:49:08 PM |
| | | One of the major issues for our customer service users is that fact that very often they do not know if a case is complete or active when they are searching by case number. Can the multifield search be configured to search both active and completed cases? If so what steps do I need to take? Also can I add criteria to the quick find, the option of being able to add a couple more fields to the quick find criteria would be very nice. Things like Subject or account number (not sure what the configuration on the prebuilt Number, ID or Topic field is)? |
| | Posted 11/28/2006 3:57:45 PM |
| | | Hi Denzel, Were you able search on active and completed cases anytime before? Was that option available in the previous version of c360? Btw... the option of being able to add a couple more fields to the quick find is in the "my preference" option. Denzel (11/15/2006)
One of the major issues for our customer service users is that fact that very often they do not know if a case is complete or active when they are searching by case number. Can the multifield search be configured to search both active and completed cases? If so what steps do I need to take? Also can I add criteria to the quick find, the option of being able to add a couple more fields to the quick find criteria would be very nice. Things like Subject or account number (not sure what the configuration on the prebuilt Number, ID or Topic field is)? |
| | Posted 11/30/2006 3:50:30 PM |
| | | The only current way of searching for both active and resolved cases is by using advanced find, so I will assume that c360 does not address this issue. I have tried several ways of configuring the multifield search to find both active and resolved cases but nothing will produce the results containg both. Our challange is that most of users are more comfortable searching by a reference or case number than they are searching by name. Our list of contacts is several hundred thousands and our cases(incidents) have a lower volume. |
| | Posted 12/14/2006 11:50:14 AM |
| | | The functionality of the multifield search to find both active and resolved cases existed in the 1.2 product but from what I am hearing it was removed (as opposed to being an option to turn on or off) at the request of customers. I really do understand that logic but when your dealing with users who would rather look directly for a case based on subject or case number as opposed to looking for the contact and then the cases related to that contact, the ability to search for resolved cases would be very useful when researching previous issues. |
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