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    Home Orlando Now Platform Capabilities Now Platform capabilities Agent Workspace Setting up workspace Set up Record View in workspace Set up the Contextual Side panel in workspace Set up Agent Assist Personalize Agent Assist search results

    Personalize Agent Assist search results

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    Personalize Agent Assist search results

    Base Agent Assist search results on a field in a record to return results for someone other than the agent.

    Before you begin

    Role required: admin

    About this task

    You can specify a field in a record as the person doing an Agent Assist search. When you identify that field, Agent Assist watches it and automatically changes the search results if the value of that field changes. You might watch such a field, for example, if agents create cases on behalf of customers or employees. Entering a customer's identity in that field in the form pane returns Agent Assist search results that match the customer instead of the agent. Common fields that Agent Assist watches are Caller and Assigned to.

    Procedure

    1. Navigate to Contextual Search > Table Configuration.
    2. Open any record where the UI type is Workspace.
    3. Select the Enable search as check box to make Agent Assist use the value of a field for the searcher's identity.
    4. In the Search as field list, select the field in the record to use as the person doing the search.

      Search results for the user that you defined in the Search as field appear in a separate tab next to the search results for the current user.

    5. Click Submit.
      This option appears in Agent Assist as a slider that an agent can use to search while impersonating the user configured in the previous step. For example, the following image shows the value for Caller in the record used as the person doing the search.

      Search as the person in the Caller field

    What to do next

    Click a component to set it up.
    • Tabs
    • Notifications
    • Form Header
    • UI Actions
    • Ribbon
    • Related Items Menu
    • Form pane
    • Actions & Components
    • Activity Stream
    • Contextual Side Panel

    Record view

    Tags:

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    Release version
    Choose your release version

      Personalize Agent Assist search results

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Personalize Agent Assist search results

      Base Agent Assist search results on a field in a record to return results for someone other than the agent.

      Before you begin

      Role required: admin

      About this task

      You can specify a field in a record as the person doing an Agent Assist search. When you identify that field, Agent Assist watches it and automatically changes the search results if the value of that field changes. You might watch such a field, for example, if agents create cases on behalf of customers or employees. Entering a customer's identity in that field in the form pane returns Agent Assist search results that match the customer instead of the agent. Common fields that Agent Assist watches are Caller and Assigned to.

      Procedure

      1. Navigate to Contextual Search > Table Configuration.
      2. Open any record where the UI type is Workspace.
      3. Select the Enable search as check box to make Agent Assist use the value of a field for the searcher's identity.
      4. In the Search as field list, select the field in the record to use as the person doing the search.

        Search results for the user that you defined in the Search as field appear in a separate tab next to the search results for the current user.

      5. Click Submit.
        This option appears in Agent Assist as a slider that an agent can use to search while impersonating the user configured in the previous step. For example, the following image shows the value for Caller in the record used as the person doing the search.

        Search as the person in the Caller field

      What to do next

      Click a component to set it up.
      • Tabs
      • Notifications
      • Form Header
      • UI Actions
      • Ribbon
      • Related Items Menu
      • Form pane
      • Actions & Components
      • Activity Stream
      • Contextual Side Panel

      Record view

      Tags:

      Feedback

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