The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.

After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.

Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.

Company Definitions: Smart Search Setup

Your Emplifi representative takes care of the initial steps for setting up the Smart Search functionality. After this is complete, you can choose your company-specific options.

When you add elements to your Smart Search, it only inserts attributes for the primary address record for the caller. The search elements you configure are put into an index field on the case. Smart Search will do a "text search" using the elements in the index field. The values are presented in ranked order for the primary address record.

To configure the Smart Search options:

In Administration, select System SetupCompany Definitions.
Then, select your company.
In the Smart Search Lookback Period field, enter your desired lookback period to search for cases. For example, entering 6 months means the Smart Search looks for cases within the last 6 months. If this field is blank, the system defaults to 2 months.
Select the Smart Search tab to add your search rules.
Click the New Code Item button on the banner.
From the Category drop-down list, select the category. Only Category IDs (CID) A, B, C, and I categories are allowed.
From the Code Item drop-down list, select a code item from the list.
Click the Save button. After you save, the code type will display in the Type field. This is display only.

Note: Any time you change the Smart Search Lookback period or the search rules, always run the Smart Search Index Update Utility.