Engage's case searching functionality helps support agents and teams quickly retrieve past customer interaction data and case histories to better resolve customer inquiries and issues. This simplifies resolution, increases operational efficiency, and enhances customer experience by delivering individualized and knowledgeable help. Integrating case search is a strategic move toward customer-centricity, operational excellence, and informed customer support decision-making.
Implementation steps
Case search allows a service agent to search for cases using the existing contact search feature that exists within Engage. A new cases tab has been added next to the contact search to separate the two types of searches within Engage.
If a match or multiple matches are found, the system displays the relevant case(s) to the agent in real-time.
Case Search reuses the existing Contact Search icon in the left panel to perform Case searches.
Agents can view the customer's history, previous interactions, and any other relevant data pertaining to the case.
The filter case search features will allow agents to use following filters, status, assignment, and queue to narrow down results. Agents also have the ability to favorite a case.
The following steps will guide you on how to use the Case search feature: (This feature assumes you are a service agent)
- Click on the Cases tab in the left panel of the Engage Desktop and select the Cases tab. A list of all cases will be returned. If you know the name of the case you want to view you can simply enter it in the search box.
- To view only the Cases assigned to you, click on the My Cases tab underneath the search input box. This will return only the Cases assigned to you.
- You also have the ability to favorite a case, and if you do, you can view the case listed under the favorites tab.
- If you want a more granular search criteria, they can click on the Filter Cases button which will give the agent the ability to filter by Status, Assignment and Queue.
- To to view or edit a searched for case, you simply clicks on the Case they search for and it will open up in the details panel where they can amend or close it.