Overview of Quick Search

Quick Search lets you access any record or file when you have only limited information about the item.

Quick Search is an ideal way to search the knowledge base no matter what navigation list displays or what is open on the content pane. For instance, you could be working on a contact record and want to view an answer without changing navigation lists. Using the Answer Quick Search report, which you can access from a drop-down list on the Quick Search tool window, just enter the answer ID and click Search. The answer opens on the content pane, and you can take any action you need.

All Quick Search reports access data in the operational database instead of the report database to ensure that the most current data is always returned. See Overview of Managing Reports on the Reports Explorer.

With the Quick Search component, you can search for a specific record by entering as much or as little information about the record as you have. The list of records that match the information you enter displays, and you can select the one you want. If only one search result is returned, the workspace for that record will open on the content pane.

Note: B2C Service contains a number of predefined Quick Search reports. The reports that appear in the Quick Search drop-down list depend on what reports were added to the Quick Search button in your navigation set. Additionally, if you have permission to customize your navigation set, you can add and remove Quick Search reports as necessary. You cannot, however, add folders or other items to the list of Quick Search reports. See How You Customize Navigation and Configuration Lists.