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:

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:

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.
   Note: 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.

      

      

   2. Point to a field name in the left column, and then click the Add icon that appears to the right of the 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.

      

      

   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.

      

      

   3. Click Open to open the view and make changes. 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.