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Add button/image to Quick Search report to Add New Contact/Incident, etc

edited May 31, 2017 2:46PM in Reporting & Analytics for B2C Service 2 comments

Content

Hi,

Our agents heavily use the Quick Search functionality to find Contacts, Addresses (a custom object we have) and Incidents. Everything works fine if they find an existing record that they want to open but because they are running a report directly rather than within a workspace then if nothing does meet the search criteria they are simply presented with a "There are no matching items..." message.

The scenario we then have if there are no items matching is that the agent needs to do one of two things:

1. File > New Contact - now this isn't great because in between clicking File and the New Contact item there is another block of menus for Community, Links, Help, Options, etc which is extremely annoying for users when the focus of the menu switches to one of those submenus before they can click on what they need to.

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