Contact Center Search Preferences

This chapter covers the following topics:

• Setting Up Contact Center Search Preferences
• Setting Up Service Key Search Preferences
• Limiting Searches to a Specific Country
• Modifying the List of Service Keys Used for Searches
• Extending the Service Key Search
• Specifying the Default Values in the Customer Search Window

Setting Up Contact Center Search Preferences

You can customize searches in the Contact Center by:

• Setting Up Service Key Search Preferences

• Limiting Searches to a Specific Country

• Modifying the List of Service Keys Used for Searches

• Configuring Customer Search Window Defaults

Setting Up Service Key Search Preferences

Agents can display customer information in the Contact Center by entering any one of the following pieces of uniquely identifying information, called service keys:

• Contract Number

• Instance Name

• Instance Number

• Invoice Number

• Order Number

• RMA Number

• Serial Number

• Service Request Number

• Social Security Number

• System

• Tag Number

Agents can enter the service key either in the Contact Center header or the Customer Search window.

If the implementation includes an IVR system, the service key can also be entered directly by customers themselves.

The application displays customer contact information only for service request numbers. In this case, the contact displayed is the contact associated with the service request. If the contact for the service request is an internal employee, the application displays customer information only.

You can specify:

• The default service key for agent searches by setting the system profile Customer Care: Default Contact Center Service Key to any one of the ten service keys. The value that is specified in profile option appears by default in the Search By list in the Contact Center header and Customer Search windows.

• Agents see the tab when they perform a service key search.

  You can specify the tab that by default displays for each service key by setting the profile options listed in the following table:

  Profile Name	Description	Possible Settings	Default Value
  Customer Care: Default Tab for Service Request Number Service Key	Default tab to be displayed when the Service Key is a service request number	All tabs	Service Request tab
  Customer Care: Default Tab for Order Number Service Key	Default tab to be displayed when the Service Key is an order number	All tabs	Orders tab
  Customer Care: Default Tab for RMA Number Service Key	Default tab to be displayed when the Service Key is an RMA number	All tabs	Service Request tab
  Customer Care: Default Tab for Invoice Number Service Key	Default tab to be displayed when the Service Key is an Invoice number	All tabs	Invoices tab
  Customer Care: Default Tab for Contract Number Service Key	Default tab to be displayed when the Service Key is a Contract number	All tabs	Contracts tab
  Customer Care: Default Tab for Serial Number Service Key	Default tab to be displayed when the Service Key is a Serial number	All tabs	Service Request tab
  Customer Care: Default Tab for Tag Number Service Key	Default tab to be displayed when the Service Key is Tag number	All tabs	Service Request tab
  Customer Care: Default Tab for System Service Key	Default tab to be displayed when the Service Key is a System number	All tabs	Service Request tab
  Customer Care: Default Tab for Instance Name Service Key	Default tab to be displayed when the Service Key is an Instance Name	All tabs	Install Base tab
  Customer Care: Default Tab for Social Security Number Service Key	Default Contact Center tab displayed when the Service Key a user enters is a social security number	All tabs	Dashboard tab

Limiting Searches to a Specific Country

You can limit all searches to customers in a specific country by setting the system profile Customer Care: Default Country for Filtering Records in the Contact Center to a country of your choice. By default, this profile is null. This means that searches are not restricted by country.

Modifying the List of Service Keys Used for Searches

The following lookup makes it possible for you to modify the values in the Search By list that agents use to select a service key for a search in the Contact Center.

Lookup Type	Meaning	Lookup Code	Meaning	Level
CSC_CC_DEFAULT_SERVICE_KEY	Customer Care: Default Contact Center Service Key Lookup	CONTRACT_NUMBER EXTERNAL_REFERENCE INSTANCE_NAME INVOICE_NUMBER ORDER_NUMBER RMA_NUMBER SERIAL_NUMBER SERVICE_REQUEST_NUMBER SSN SYSTEM_NUMBER	Contract Number Tag Number Instance Name Invoice Number Order Number RMA Number Serial Number Service Request Number SSN System	User

Extending the Service Key Search

You can extend the service key search using user hooks. The following steps provide guidelines to extend the service key search:

To extend the service key search

1. Verify that the CSC_Service_Key_CUHK package body has been created before enabling the service key user hook.

   Note: After the Customer User Hook is enabled, the custom code written in CSC_Service_Key_CUHK package body is the only code executed. This means that none of the original product is executed after you enable the service key search customer user hook.

2. Set the execute_flag column value to Y in the JTF_USER_HOOKS table for the Customer User Hook that should be enabled.

   You can use the following script to enable the Service Key search customer user hook:

       UPDATE jtf_user_hooks SET execute_flag = 'Y'
       WHERE pkg_name = 'CSC_SERVICE_KEY_PVT'
       AND api_name = 'SERVICE_KEY_SEARCH'
       AND processing_type = 'B'
       AND user_hook_type = 'C'
   

Specifying the Default Values in the Customer Search Window

You can modify the behavior of the Customer Search window in two ways:

• Force agents to use the search window whenever they open the Contact Center

  By setting the system profile Customer Care: Display Customer Search Window by Default to Yes, you can have the Customer Search window appear by default each time an agent launches the Contact Center, forcing the agent to search customer records before creating a new customer record.

• Specify whether you want to display the Basic or Advanced search tab of the Customer Search window, by default.

  This is accomplished by setting the system profile Customer Care: Default Tab in Customer Search Window to the tab of your choice. By default, this profile is set to Basic.