Customer Search Feature Overview
Primary training demonstration of customer lookup functionality within communication center system for non-contact customer research
System designed for retrieving customer details without initiating phone calls, emails, or texts (00:12)
Left-panel navigation provides direct access to Customer Search feature
Initial screen requires mandatory store/organization selection for proper customer association
Miller Ford used as demonstration example for store selection process
Search Functionality and Criteria Options
Comprehensive search parameter system enabling multiple lookup methods for customer identification
First name, last name, email address, phone number, and VIN all supported as search criteria (00:12)
Store selection can be modified if incorrect organization initially chosen
Search results generate list of potential customer matches for user selection
Green View Profile icon provides access to detailed customer information once correct match identified
Customer Profile Interface and Data Access
Dual-panel profile layout organizing customer information for efficient data review and analysis
Left panel displays primary customer contact information and basic details (00:12)
Right panel contains tabbed sections for accessing different categories of customer data
Communication history tab enables review of previous interaction details including phone call records
Upcoming appointment history tab allows checking for scheduled customer visits and service appointments
Profile system designed for comprehensive customer relationship management and service planning
Session Management and Navigation Flow
Streamlined workflow management for efficient customer research sessions and system navigation
Exit function returns user to search landing page while maintaining previously entered search criteria (02:03)
Reset button available for clearing search parameters when researching different customers
Search criteria preservation allows for quick reference back to previous lookup without re-entering information
Integration with broader communication center enables seamless transition to other system sections upon search completion
Transcript:
00:12
Speaker 1
There may be instances when you need to look up details regarding a particular customer without initiating a phone call, email or text. Here on the left I'm going to select Customer Search. Here. It will populate this initial screen. So first we're going to be prompted to select our store organization that this customer would belong to. Here I'm going to choose Miller Ford. The next area will be some options for search criteria. You do have the option to go back and switch the store if needed if you selected the incorrect one. Otherwise you can search and look for the customer by their first name, last name, email, phone number or vin. Once I enter my criteria and click Search, it will bring up potential matches for this customer. Once I've located the profile I'm looking for, I can select the green View profile icon.
01:22
Speaker 1
Now I'll see the customer's contact on the left and the tab section items on the right. If needed, I can pull up communication history, maybe to see details of my last phone call. Or maybe I need to view their upcoming appointment history in case I want to see if they are coming in anytime soon. When I'm finished with this customer, I can choose Exit and it will bring me back to the landing page for the search. Here I will be able to see my search criteria and if I need to look up a different customer, I can choose the reset button. Otherwise, if I've completed my search, I can go back to any other section within the communication center.