Teleservice - EBS (MOSC)

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Customer Search Issues in Service

edited Dec 21, 2019 4:03AM in Teleservice - EBS (MOSC) 2 commentsAnswered

Hello,

We have a large number of Customers that go by the same name. This has caused several issues when we are attempting to find the "correct" customer in several places when searching Service Request screens.

-- On the Agent Dashboard screen we can search by Customer Name. This however can return a large list of customers (50+). There is no mechanism to refine this list once it is returned by any other field (Address, State, City, etc.). This causes our users to spend a significant amount of time finding the correct customer.

- Create and Update Service Request screen

-- On the Bill To and Ship To fields when searching a customer name only the Customer Name and Customer Number are returned. There is an Address field but it is always blank. I looked at the underlying code and it looks like the address field is hard coded to NULL. Once again there is no method to refine the search.  This makes it almost impossible to find the correct customer.

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