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Table of Contents

Customer search

A CSR uses the customer search feature to locate the correct contact record at the start of an interaction. By default, the customer search feature is enabled for all interaction types.

For phone interactions, you can configure customer search to identify a contact based on the incoming phone number. For information, see the automatic numbering identification (ANI) Lookup topics in the Pega Call documentation.

Starting a search

At the start of an interaction, the CSR chooses how to search for the contact, for example, by Account number.

CSR chooses the search type
CSR chooses from the available search types at the start of the
                        interaction

Business users can add new customer searches, and they can modify the default searches.

The following figure shows an example of search input fields:

Search by contact info
CSR enters contact information to find a matching customer

The following figure shows an example of search results:

Search results example
CSR selects the matching customer in the search results

Configuring customer search

To configure customer search:

  1. Configure the search fields and search results views, as described in Configuring search fields and adding search views.
  2. Configure which search input fields and search results to use together, the source of the search fields, and the default search type as described in Configuring search groups.

For information about advanced configuration, see Advanced customer search configuration.

Application-provided customer searches

The customer searches included with your Pega Customer Service application vary based on the application:

Application Searches Data page
Pega Customer Service Account number Customer search (D_CustomerSearch)
Contact info Customer search (D_CustomerSearch)
Pega Customer Service for Communications Case ID Customer search results (D_CustomerSearchResults)
Customer Customer search results (D_CustomerSearchResults)
Pega Customer Service for Financial Services Case ID Customer search (D_CustomerSearch)
Contact Customer search (D_CustomerSearch)
Pega Customer Service for Healthcare Member Member search (D_Search_Member)
Patient Patient search (D_Member_Datalist)
Practitioner Practioner search (D_ProvidersAndPractitioners)
Provider Provider search (D_ProvidersAndPractitioners)
Pega Customer Service for Insurance Business (B2D use case) Customer search (D_CustomerSearch)
Case Customer search (D_CustomerSearch)
Contact Customer search (D_CustomerSearch)
Policy Customer search (D_CustomerSearch)
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