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Keyword Search for Customer Entry Fields

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

Summary

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

Content

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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