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Using Search Center
Siebel Search Center is a text retrieval tool that lets agents search for information and see the results without losing the data currently shown in the application window. Search Center is the central search hub for call center agents. They can perform broad or exact searches from anywhere within the Siebel application.
Using the Results list in the Search Center, call center agents can attach records to the main record that is active in the application window. For example, a solution record can be attached to a service request. Agents can also preview a result record or make a result record the active record in the application window. Selecting advanced search allows searching across multiple types of information with one search.
Performing a Search
Agents can perform searches to find information, (for example, to search for a relevant solution record), and see the results without losing data.
To perform a search
- On the application toolbar, click the Search button to open the Search Center.
The Search button is the binocular icon located in the right side of the screen.
- Click the Search button.
The Search Center appears in a frame in the right part of the application window.
- From the Look In drop-down list, select the type of information you want to find.
Different fields appear depending on the selection you make.
- Complete the fields to define your search criteria.
- Click Search.
The records that match the search criteria appear in the Results list.
Working with Result Records
Using the Results list in the Search Center, agents can attach other records to the main active record in the application window, preview records or external documents, and search for a contact and populate the dashboard. For example, they can attach a solution record to a service request.
NOTE: In order for the selected record to be associated with the main record as an attachment, the relationship must be established using Siebel Tools.
To attach a result record
- In the application window, select the record to which you want to attach the result record.
- Click the Search button and perform a search to find the record to attach.
The records that match your search criteria appear in the Results list.
- In the Results list, select the record to attach.
- Click the menu button, and then choose Attach.
The record is attached to the active record in the application window.
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Siebel Call Center User Guide Published: 18 April 2003 |