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Customer search

Updated on December 3, 2021

A CSR uses the customer search feature to locate the correct contact record at the start of an interaction. By default, the customer search feature is enabled for all interaction types.

Pega Customer Service Implementation Guide

Note: For phone interactions, you can configure customer search to identify a contact based on the incoming phone number. For information, see the automatic numbering identification (ANI) Lookup topics in Configuring call treatment.

Starting a search

At the start of an interaction, the CSR chooses how to search for the contact, for example, by Account number.

CSR chooses the search type
CSR chooses from the available search types at the start of the interaction

Business users can add new customer searches, and they can modify the default searches.

The following figure shows an example of search input fields:

Search by contact info
CSR enters contact information to find a matching customer

The following figure shows an example of search results:

Search results example
CSR selects the matching customer in the search results

Configuring customer search

To configure customer search:

  1. Configure the search fields and search results views, as described in Configuring search fields and adding search views.
  2. Configure which search input fields and search results to use together, the source of the search fields, and the default search type as described in Configuring search groups.

For information about advanced configuration, see Advanced customer search configuration.

Application-provided customer searches

The customer searches included with your Pega Customer Service application vary based on the application:

ApplicationSearchesData page
Pega Customer ServiceAccount numberCustomer search (D_CustomerSearch)
Contact infoCustomer search (D_CustomerSearch)
Pega Customer Service for CommunicationsCase IDCustomer search results (D_CustomerSearchResults)
CustomerCustomer search results (D_CustomerSearchResults)
Pega Customer Service for Financial ServicesCase IDCustomer search (D_CustomerSearch)
ContactCustomer search (D_CustomerSearch)
Pega Customer Service for HealthcareMemberMember search (D_Search_Member)
PatientPatient search (D_Member_Datalist)
PractitionerPractioner search (D_ProvidersAndPractitioners)
ProviderProvider search (D_ProvidersAndPractitioners)
Pega Customer Service for InsuranceBusiness (B2D use case)Customer search (D_CustomerSearch)
CaseCustomer search (D_CustomerSearch)
ContactCustomer search (D_CustomerSearch)
PolicyCustomer search (D_CustomerSearch)


Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

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