Configure the Reverse Lookup logic using Lookup Filters

Customer details are extracted from the database based on the availability of the token value, starting from the token with the highest priority. When customers make service calls, they provide information such as Customer ID, Email address, Contact name, Phone number, Date of Birth, First Name, and so on. Based on this information, customer details are extracted from the database. Use the Lookup Filters page to configure reverse lookups and lookup filters for channel-driven interactions with customers. Order the filters by the priority in which the tokens are evaluated.

Let's understand the reverse lookup logic with an example where there are two customer contacts with the same name but different email addresses:

• Customer Contact #1: Adam Parker - [e-mail]
• Customer Contact #2: Adam Parker - [e-mail]

In the first scenario, the administrator has set Contact Name as a higher priority in the order of the lookup filters than Email.

Both customer contacts have the same name but a different email address. Let's say Customer Contact #1 starts a chat where the First Name is Adam, and the Last Name is Parker, and the Email address is [e-mail]. Because Contact Name has higher priority, the reverse lookup logic will extract customer details from the database based on the availability of the token value. In this case, the database will extract two records with matching names. The next priority is Email, so the database will further filter out and extract Customer Contact #1 details. Here the lookup filtering was done twice.

In the next scenario, the administrator has set Email as a higher priority in the order of the lookup filters thanContact Name.

Let's say Customer Contact #1 starts a chat with the First Name is Adam, and the Last Name is Parker, and the Email address is [e-mail]. Because Email has a higher priority, the reverse lookup logic will extract customer details from the database based on the availability of the token value. In this case, the database will extract one record with the matching email. Here the lookup filtering was done once.

Lookup sets are grouped by application classification. They contain one or more lookup filters defined in an order of priority, and each lookup filter is associated with a token. To create a new lookup filter, you can duplicate an existing one and make changes.

Here's how you configure lookup filters:

1. Sign in to your Fusion application as an administrator.
2. In the Setup and Maintenance work area, go to the following:
   • Offering: Service.
   • Functional Area: Communication channels. Select All Tasks from the Show drop-down list.
   • Task: Manage Screen Pop Configuration
3. To view the ready-to-use lookup filters, click the Lookup Filters tab.

   You can view all active lookup sets for the different application classifications. These ready-to-use look up filters can't be changed or deleted.

4. Set the ready-to-use Lookup Set to Active or Inactive by using the checkbox for the selected record.
5. View the list of ready-to-use lookup rules of each lookup set by clicking Lookup Set to view a table which displays details such as channel, priority, token, and object name.
6. Create a new lookup filter by first clicking the Lookup Filters tab on the Screen Pop Page Configuration page.
7. Click the Add (+) icon to create a lookup set, then do the following:
   1. Enter a name.
   2. Select an application classification from the drop-down list.
   3. Select the Active option to activate a lookup set.
   4. Enter a description.
8. To add filters to the lookup set, click the Add (+) icon then do the following:
   1. Enter a name.
   2. Select the channel from the Channels drop-down list. The filter is applied to the selected channel.
   3. Select a token from the drop-down list. When you select a token, the associated object name is displayed in the Object Name column.
   4. Add more filters if required.

      You can reorder the filters by clicking the up and down arrow icons. You can also click the Actions drop-down list or select the Move Up or Move Down option.

9. Click Save or Save and Close.
   Note: There can be only one active lookup set for an application classification. If there are multiple active lookup sets with the same application classification, you'll receive an error.

Note: There can be only one active lookup set for an application classification. You'll receive an error if there are multiple active lookup sets with the same application classification.