You can search for specific messages that may be part of a correspondence, contain relevant information that you need, or include information someone has sent. Also, you can search for a message that you sent previously or for a particular group of messages. By finding previous correspondence, you can avoid repeating information the sender already has and you are more likely to provide the appropriate help.
You can find messages sent by a customer and transfer the customer information to a new contact message.
You can find messages as follows:
You can search for messages based on a variety of criteria, including:
State of message, such as active messages, completed messages, collaborations, or messages in review
Type of message, such as e-mail, form, or Contact messages
Customer name
Messages you completed, such as sent, redirected, reviewed, approved, returned to agent, or marked as no answer
Incoming e-mail address
Case number: The number KANA Response assigns to a message and the subsequent messages received from the same e-mail address within a specified time so that you can easily follow related messages
Category or category hot key assigned to the message
Messages containing a particular phrase or word in the subject or header, or a phrase or word in the message body or response
Values in custom fields, for example, a customer number
Note: If your KANA Response system is using Microsoft SQL Server 2000 and full-text search is enabled, you must use double quotation marks around the phrase you enter into the Value field in the Find window when you perform searches on Incoming Message Body or Outgoing Message Body. You do not need to use quotation marks for single-word searches. When full-text search is enabled, you should follow the Microsoft syntax requirements. These requirements let you use all valid predicates (such as CONTAINS, AND, NOT, OR, FREETEXT) in the Value field. For more information on the Microsoft syntax requirements, see the Microsoft SQL Server 2000 documentation.