Searching for a Case

There are two basic methods for finding cases in Emplifi Agent: Smart Search and Search Case.

Smart Search

Smart Search allows you to search for a case based on a specific search criterion. The following are the most common:

• Case number

• Email address

• Phone number

• First and Last name

• Company ID and Case number

The search result is similar to the Search Case page, but the type of search performed is based on a single search criterion. Emplifi Agent searches for the cases based on a limited period of time, which the System Administrator can configure. For more information, see Configuration: Smart Search. The default search period is 2 months.

Smart Search must be configured by an Emplifi Agent System Administrator. The available search criterion will depend on your configuration.

The Smart Search field is located on the Application Banner and displays as a text box.

When you enter information in the text box, please note the following:

For Case ID: If you enter an integer in the text box, Smart Search will search for a matching Case ID and automatically open the case, if found. If the case was not found, a system message will display.

For Phone Number: If you enter a phone number as a string, Emplifi Agent will perform a phone number search. For example, you can enter the phone number format as: xxx-xxx-xxxx, xxx.xxx.xxxx, or xxxxxxxxxx. For the United States and Canada, the system will add dashes and will assume any number more than 9 digits is an extension (example: 123123123456 becomes 123-123-1234 x56).

If there is a conflict between the Case ID and Phone Number, you should enter the dashes or periods within the phone number. This allows the system to recognize and process it as a phone number.

For Company ID: If you enter characters followed by a space and integers, Smart Search will search for the matching Company ID (from the characters) and the matching Case ID (from the integers). For example, enter SYS 1234 to display case number "1234" for company "SYS".

For other entries: If you enter characters, or a combination of integers and characters, Smart Search will search based on the exact value entered. If you enter numbers only, and the number entered is not a phone number or Case ID, you must prefix the number with "/s " (be sure to include a space between /s and the number).

Special characters such as @, #, $, %, ^, or * are ignored in a Smart Search.

Saving Case History

When the Case History function is set to save history, the Smart Search field displays with a drop-down menu. Click the arrow to view a list of (up to 10) cases that you have previously viewed. Case History is setup by entering a value in the Case History Length field on the User Options page. Cases are shown in the order in which they were accessed. If the case has been deleted since you accessed it and you select it from the list, a "Case not found" dialog will display.

Search Case

The Search Case page provides various ways to quickly locate cases in the system. The most common way to perform a search is by entering the Case ID of the case that you want to view. Other common ways to search are by the caller's last name or by a range of case received dates.

If you enter a Case ID, Case ID overrides all other search criteria. Because the Case ID is a unique identifier, the system assumes that if you entered one, you must want to see that case, regardless of any other search criteria.

To perform a case search from the Search Case page:

1. From the Application Menu, click Search Case. The Search Case window displays.

2. On the Search Case page, enter the criteria that you want to search for in a single field or a combination of fields. (The available fields vary according to your system's setup.)

3. On the Function Banner, click the Search button. The matching cases appear in the Matching Cases pane.

4. Double-click the case Folder button to open the case on the Case page.

Viewing Search Results

After you click the Search button, the system locates all cases that match the criteria you entered and displays them in the Matching Cases pane of the Search Case page. Additionally, if your search resulted in only one matching case, the system opens that case automatically. This feature is useful when you are searching by Case ID, which will never return more than one matching case.

The more search criteria you enter, the shorter the results list. However, entering too many search fields may return a result list that does not contain the case you are looking for.

The search results are for display only. However, from the Matching Cases list, double-click a case to open it. The case will open on the Case page where the case can be updated.

Using Filters for Advanced Searching

To further refine your search, you can add filters. Filters can define additional criteria that cases must meet (or not meet) to be included in the search results. The Filters pane is located at the bottom of the Case Search page. These filters are the same as the filters on reports and utilities. For information about filters, see Filters in Emplifi Agent.

To remove the filter, you must select the Delete button next to the filter.

Starting a New Search

You can easily reset the search to begin again. This is helpful if you have entered a large number of search criteria and want to start over from scratch. On the Function Banner, click the Clear button and the window resets to the same state it was in when first opened. Then, enter new search criteria and run the search again.

If you have performed additional searches, such as Address or InfoCenter, clicking Clear also resets those fields.