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Saved Search Issue
I'm trying to do some saved searches to determine keywords that would help with customer support routing efficiency. I know how to route by keywords and also how to do a saved search that looks at keywords within the entire customer/support representative exchange, but I'm unable to figure out how to do a saved search that shows me cases that contain keywords that only occurred in the initial case question. It would make it a whole lot easier for me to gather keyword data if I could sort this way. Any ideas?
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