You would like to understand how the search in the Agent Desktop works.
SAP Cloud for Customer
The Agent Desktop search supports the following patterns:
* - It will display all results, and the business user can choose between seeing the results of the Accounts, Contacts, Tickets and Individual Customers records.
ID - It will display the specific object based on its ID, searched among Accounts, Contacts, Tickets and Individual Customer records.
Name - It will display the specific object based on the Name / Description of the record searched among Accounts, Contacts, Tickets and Individual Customers.
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