Category Code Text Search Overview
Category Code Text Search provides the ability to associate many different words to a specific category code. These words are then available for code browse, making use of your database’s text search capabilities to greatly enhance the performance of the search. The words associated can be attributes that already exist for the code (description 1, 2, 3). For address-related categories, the words can be any A code (including address1 and city), P code, landmarks, or existing keywords. For product categories, the words can be any E attributes. They also may be text that you have not previously associated with the code but that would aid an agent in finding the code-based information a caller may provide.
To set up Category Code Text Search when defining a category code:
In the Special Search Functionality section, select the Text Search Defined check box.
In the Code Search Order section, use one of the drop downs to select "Text Search."
There are 3 steps to use this feature in code browse:
Create the category code index (see System Manager for details).
Select the Text Search Defined check box located on Category Definition screen.
Associate words to codes. You can do this manually through the relevant application setup section or by using the Category Code Text Search Utility. For details about application setup, see Application Setup Overview.
The use of Category Code Text Search is especially helpful for address-related and product categories. Those categories allow for extra attributes to already be on the case. The utility will easily copy that information to the code’s Text Search, making it easier for an agent to find the code by just entering the words in the code browse. Other categories that have extra attributes (such as users and enclosures) are not supported by the utility to be added as text search for those categories.
To use this feature, an agent enters a word or phrase into the category code field and tabs out. The system searches all text associated to the code and returns a unique match or a list of matching codes. If a list is presented to the agent, the agent can right-click on any of the codes to show the text search associated with the code. If multiple words are used to search, the system searches for any code that has text that matches any combination of the words entered. The results are returned and are ranked based on how many of the words are associated to the code.
The system will consider and return matches with any of the words the agent entered. The following words are ignored and should not be entered: "and", "or", and "not".
For example, to find an address with the attributes of “Columbus,” “Corporate,” and “Exchange” the agent would need to enter: columbus corporate exchange
Categories that are defined as Same As to another category will not make use of the code text search feature.