Find Customer

To find a message by customer

1. Open the Find window in one of the following ways:
   • Press CTRL+F.
   • Click the Find messages or customers icon on the toolbar.
   • Click Find in the New Contact Message dialog box.
2. Select the Customer tab.
3. Select customer criteria in the Field drop-down list.
4. Select a condition from the Condition drop-down list based on the customer criteria that you selected.
5. Enter a value in the Value field based on the condition that you selected.

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.

6. Click Add to List.
7. Optionally, repeat steps 3 - 6 until all your queries are entered.
8. If you added multiple search criteria to the List of Criteria, choose one of the following options:
   • Select Match all criteria to find messages that meet all of the search criteria. This option narrows your search.
   • Select Match any criteria to find messages that meet some of the search criteria. This option broadens your search.
9. Click Find Now.

Results that match the criteria you entered are displayed in the Find Customer Results window.

10. If you are creating a contact message, click Transfer on the toolbar in the Find Customer Results window to transfer the customer information to the New Contact Message dialog box.

Learn about finding messages.

Can I find by department?

How do I find a message?

Can I transfer a message back to my Inbox?