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.