You can modify the search fields for the default searches, and you can create new
searches based on different fields. Each search consists of two views, an input
view that collects the search information and a results view that displays
the search results. Use App Studio to configure the fields to include on each
view, and to define new views.
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
If you added more customer search fields to a new or existing data page, add those
properties to the Common-Config-CustomerSearch class so that they
will be searchable. For information, see Adding a new data page for customer search.
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:
Input view 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:
Results view fields
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.
In the navigation pane of App Studio, click Data.
Open the Customer search data object.
Click the Views tab.
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.
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.
Click the Expand icon to the right of the Fields
section.
Expand Fields icon
Point to a field name in the left column, and then click the
Add icon that appears to the right of the field.
Adding a field
The selected field appears in the right pane.
After you finish adding fields, click Fields at the top of
the left pane to hide the fields list.
Add fields by copying fields from an existing view.
Click the Expand icon to the right of the
Views section.
Expand Views icon
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.Example of adding fields to a new input view
Click Open to open the view and make changes. Click the new
view name to return to editing the new view.
Return to new view link
After you finish adding views, click Views at the top of the
left pane to hide the views list.
Click Submit.
Click Save.
What to do next: Use Dev Studio to
configure the following advanced features:
Required fields on an input view
The view type of a new view (input or results)
Advanced layouts (for example, two groups of fields separated by an OR operator)
A customized error message for no matching results
The action when a match is selected (that is, the results view action)
Configuring the search view type (input or results)
After a business user adds a new customer search view in App Studio,
configure the view type (input view or results view) in Dev Studio.
Before you begin: Create the view in App Studio as described in "Configuring search fields
and adding search views," earlier in this section.
Enable the toggle that allows you to modify relevant record categories:
In the header of Dev Studio, click ConfigureSystemReleaseToggles.
In the Identifier column, locate the RelevantRecordCategories
toggle, and click the Edit icon on the right side of the
row.
Enable the appropriate option.
Toggle for the relevant record categories settings
Click Submit.
Configure the view type, input or results:
In the header of Dev Studio, click ConfigureApplicationInventoryRelevant Records.
In the Class Name field, select Common-Config-CustomerSearch.
In the Type column, filter the page to show sections
only.
Click the Actions menu icon to the right of the new view,
and then select Associate to categories.
Select SEARCH INPUT VIEWS or SEARCH RESULT
VIEWS, and then click OK.
Configure required fields for your search input views:
In the navigation pane of Dev Studio,
click Data types.
Double-click the Customer search data type to open it.
Click the Views tab, and then double-click your new input
view to open it.
For each configured field that should be required, select
Required in the Options list.