User Guide

About Searches 39
The easiest way to locate items such as activities, cases, customers, and knowledge base articles is to search for
them. In this chapter, we look at the different ways in which you can search for information in the Agent
Console.
About Searches
 The search feature that is available from Agent Console toolbar allows you to locate customers, cases,
activities, and other objects in the system that meet certain criteria. You can also search for all types of
activities: email, chat, task, callback, delayed callback, and blended collaboration. In fact, since activities of
type Callback and Delayed Callback are not listed on any other pages in the Agent Console, you would use
the search feature to locate all your Callback and Delayed Callback activities. etc.
To create, edit, or delete search criteria, the administrator should have assigned certain actions to your user
profile.
 If you are assigned the Saved search - Create action, you can create global searches. You do not need
this action to create personal searches.
 If you are assigned the Saved search - Delete action, you can delete global and personal searches.
 If you are assigned the Saved search - Edit action, you can edit global searches. You do not need this
action to edit personal searches.
 The My Searches option, which allows you to quickly locate activities and cases, is available from the
Folders pane. For more information about the My Searches option, See “Managing Search Folders in Inbox
Pane” on page 44.