NEXT Web - Global Search

Overview

Global Search allows you to quickly search for and retrieve information from across NEXT, including tickets, contacts, interactions, and accounts. It consolidates all search capabilities into one unified interface, available from every screen in the application.

Before You Begin

• You must be signed in to NEXT with an active account.

Accessing Global Search

The search bar is located along the top of the NEXT screen and is available across all screens within the application.

Using Global Search

To search in NEXT, complete the following steps:

1. Click the search bar at the top of the screen, or press Command + K on your keyboard.

NOTE: To close the search bar at any time, press Escape.

1. The search bar expands to show your recent searches and recent activity. To load a previous search or activity directly, click on it from the preview.

1. Type your search query into the search bar. You can search using keywords, phrases, or identifiers such as a customer name, account number, or ticket ID.

2. Results populate automatically as you type.

3. Review your results. Use the filter tabs at the top of the search results to narrow your search. See the Search Filters section below for more information.

4. Click any result to open it. Results can include contact cards, tickets, accounts, notes, conversations, and more.

5. To return to your search results, click the search bar at the top of the screen or press Command + K on your keyboard.

NOTE: Search results are ranked based on relevance and user context. Global Search will also find archived tickets and data. Agent, Supervisor, and Administrator users are not currently automatically added as part of the directory.

Search Filters

Search filters allow you to narrow results by interaction type. Filters appear automatically once you begin typing a query. You can select a filter from the dropdown before completing your search to narrow your results from the start

Filters appear automatically once results populate. Type your query in the search bar and select a filter from the results to narrow them down.

After searching: Press Enter or Return to view all results, then select a filter tab at the top of the results.

Filter Definitions