The search field is accessible from the main menu. Good to know, is that you have two separate search functionalities: the basic ‘Search’, where you can search by for example keywords, customer names, or IDs, and the ‘Search Answers’ functionality, where you can search for content in your omnichannel solution's knowledge base.

Search

You can search by keywords, customer names or by some other relevant terms to for example find an errand or a customer  in question.

You can do all your searches under the section Search. So whenever you enter a keyword in the search field, the search displays all errands which include that term. To get a more refined search, you can always use the filtering options available to you:

• Date from & Date to - this lets you choose the time range for the search's errands
• Areas - this lets you choose to which areas you want to restrict the search
• Channels - this lets you choose to which channels you want to restrict the search
• Tags - this lets you select which tags should be in the errands displayed by the search
• Errand types - this lets you select which errand types you want to include in the search.

Search Answers

Under the section Search Answers, you can search for manuals added in your Omnichannel environment's knowledge base. 

When searching, you can choose to filter out the search by:

• Either Question or Answer - this lets you include either questions or answers in searches
• Both Question and Answer - this lets you include both, questions and answers in searches
• Question Only - this lets you include only questions in searches
• Answer Only - this lets you include only answers in searches.