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Keyword Search for Customer Entry Fields

Received Response
edited Apr 24, 2019 2:16PM in Reporting & Analytics for B2C Service 9 comments


I'm trying to create a report where I can search only the customer entry for certain keywords


I'm trying to create a report where I can search a keyword for the Customers Entry - and exclude the employees response. Example - If a customer says 'travel' I'd like it to show as a result - but an employee saying 'travel' should be excluded. Any and all advice is greatly appreciated!! Everything I've done continues to pull results for the Employees Response or Private Notes in addition to the Customer Response.

Required Fields - Date, Reference Number, Queue (message was originally assigned to), Product, Category

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