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Configuring search fields and adding search views

You can modify the search fields for the default searches, and you can create new searches based on different fields. Each search consists of two views, an input view that collects the search information and a results view that displays the search results. Use App Studio to configure the fields to include on each view, and to define new views.

When configuring search views, use App Studio when possible. For advanced layouts, for example, to configure more than one group of fields on an input view, use Dev Studio to modify the view. For information, see Sections.

The following figure shows an example of an input view with two search fields:

Input view fields
The CSR enters search data in the input view fields

For input views, to ensure that you can identify the caller and account as quickly as possible, include search fields that will help you narrow your search results to the shortest possible list, for example, include an account number field.

The following figure shows an example of a results view with detailed information about potential matches:

Results view fields
The CSR views search results on the results view

For results views, to ensure that the CSR selects the correct record, include fields that will uniquely identify and differentiate between potential matches, for example, include account numbers and phone number fields.

  1. In the navigation pane of App Studio, click Data .

  2. Open the Customer search data object.

  3. Click the Views tab.

  4. Select how you want to modify the views:

    • To add a new view, click Create new view and then enter the new view name.
    • To edit a view, double-click the view.
  5. Add fields by selecting from the list of fields for this data object.

    Only select fields that have been mapped to the data page for this search, because only those fields are searchable. For more information, see "Adding a new customer search data page," later in this section, or consult with the technical resource who configured your data integrations.
    1. Click the Expand icon to the right of the Fields section.

      Expand Fields icon
      Click the expand icon to the right of Fields to view the available
                    fields
    2. Point to a field name in the left column, and then click the Add icon that appears to the right of the field.

      Adding a field
      Click the add icon to the right of a field
      The selected field appears in the right pane.

    3. After you finish adding fields, click Fields at the top of the left pane to hide the fields list.

  6. Add fields by copying fields from an existing view.

    1. Click the Expand icon to the right of the Views section.

      Expand Views icon
      Click the expand icon to the right of Views to view the available views
    2. Point to a view name in the left column, and click the Add icon that appears to the right of the field.

      A placeholder for the selected view appears in the right pane.

      Example of adding fields to a new input view
      Select fields for the new view from the Fields or Views list

    3. Click Open to open the view and make changes. Click the new view name to return to editing the new view.

      Return to new view link
      Click the new view name to return to editing the new view
    4. After you finish adding views, click Views at the top of the left pane to hide the views list.

  7. Click Submit.

  8. Click Save.

Use Dev Studio to configure the following advanced features:
  • Required fields on an input view
  • The view type of a new view (input or results)
  • Advanced layouts (for example, two groups of fields separated by an OR operator)
  • A customized error message for no matching results
  • The action when a match is selected (that is, the results view action)

Configuring the search view type (input or results)

After a business user adds a new customer search view in App Studio, configure the view type (input view or results view) in Dev Studio.

Create the view in App Studio as described in "Configuring search fields and adding search views," earlier in this section.
  1. Enable the toggle that allows you to modify relevant record categories:

    1. In the header of Dev Studio, click Configure System Release Toggles .

    2. In the Identifier column, locate the RelevantRecordCategories toggle, and click the Edit icon on the right side of the row.

    3. Enable the appropriate option.

      Toggle for the relevant record categories settings
      There are three possible settings that enable this feature
    4. Click Submit.

  2. Configure the view type, input or results:

    1. In the header of Dev Studio, click Configure Application Inventory Relevant Records .

    2. In the Class Name field, select Common-Config-CustomerSearch .

    3. In the Type column, filter the page to show sections only.

    4. Click the Actions menu icon to the right of the new view, and then select Associate to categories.

    5. Select SEARCH INPUT VIEWS or SEARCH RESULT VIEWS, and then click OK.

  3. Configure required fields for your search input views:

    1. In the navigation pane of Dev Studio, click Data types.

    2. Double-click the Customer search data type to open it.

    3. Click the Views tab, and then double-click your new input view to open it.

    4. For each configured field that should be required, select Required in the Options list.

    5. Click Submit.

    6. Click Save.

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