A customer is trying to search for a specific account (customer) in their org, when they do they can only see the first 20 results by design but they need to see a result that logically would be like 25 or 26 for example, they cannot filter from top or bottom in that section.
This would be the bar in the Gainsight bar that says "Customer name starts with "
Currently there is no way to prioritize this.
Customize "Customer" Search and widen search
+2Cameron Wright - Sr. Enterprise Support Analyst
+3Hey Cameron - The ask is valid, but I'm wondering if we can do something with the search criteria to fine tune displayed results. Are all ~30 results valid and needed?
+5Here is another customer use case: they have a custom customerID field that is often searched. Let's say they search for ID 165 with account name Canova and when the CSM searches using customer name contains, and enters the customerID 165, there are 20 displayed results, but none of them are the ID 165 they are looking for. They are all other customer IDs that contain 165. This could be resolved by expanding the list to more than 20 results, or ability to order the results so the smallest number appears at the top of the search
Denise, your use-case is a typical exhibit for search result ranking where full text match should be given higher weightage/rank than partial rank. This would ensure that 165 search match will be in the top matches with other matches following.
We will be looking at these use-cases over time and come with strategies to perform search optimization through iterations
We will be looking at these use-cases over time and come with strategies to perform search optimization through iterations
Our use case is similar, we have large Account hierarchies, but only first 20 results are displayed. There is no way to prioritize Global Ultimate or other account types, therefore, the desired account is often not displayed. User must manually traverse through account hierarchy to select correct desired account.
+4Jean
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