SmarterTrack 12.x Help

Searching Canned Replies

There are two methods an agent can use to search for a news item: basic search or advanced search.

Basic Search

To perform a basic search, type the search criteria in the search bar located near the top of the content pane. Then click the magnifying glass or press Enter on your keyboard. SmarterTrack will automatically search the canned replies section you are viewing (i.e. a specific folder, status, etc.) for matches and display the results in the content pane.

Advanced Search

Employees can set more specific search parameters by using the advanced search function to search for an article. To perform an advanced search, click the canned replies icon. Then click Advanced Search in the navigation pane.

Advanced searches use the "and" modifier for combining phrases and fields to construct the search. Search results are displayed based on the overall weight of the results returned.

The following fields are available:

  • Search String - Type the specific keywords to be queried.
  • Folder - To search by root folder, select the appropriate folder from the list.
  • Assigned To - To search by the agent or department to which the canned reply is assigned, select the appropriate option from the list.
  • Flags - To search by flag, select the appropriate status from the list.
  • Creation Date - To search by the creation date of the canned reply, enter the start and end dates in these fields or click the calendars and select the appropriate dates.
  • Last Modified Date - To search by a date range during which canned replies were edited, enter the start and end dates in these fields or click the calendars and select the appropriate dates.
  • Max Results - To specify the maximum number of search results displayed, select the appropriate number of results from the list.