Enhanced search experience


Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - Jan 2020

Feature details

The existing search experience allows the agent to search based on account, contact, and case attributes. The upcoming enhancements make the search experience suitable for enterprises with more complex requirements.

Key enhancements include:

  • Search customization: Enterprises need agents to search based on attributes that are not included in the out-of-the-box list of attributes. The enhancements in search experience allow easy customization of the search fields.

  • Faster and more intuitive experience for agents: The agents benefit from an improved search and link experience with increased usability, thus enabling them to meet their productivity KPIs.

See also

Link to conversation (docs)