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Display By Default A Search Results Empty (Doc ID 2484804.1)

Last updated on OCTOBER 20, 2019

Applies to:

Oracle Customer Data Management Cloud Service - Version 11.13.18.02.0 and later
Information in this document applies to any platform.

Goal

Display by default a search results empty

Request for the following :

Display by default a search results empty (No results found) when opening the contact list. Same behavior expected when resetting the search formula


Please find the details for thsi ER :

1 - Currently, with Oracle SalesCloud, it seems not possible to have a search results equal to null (null means no results found) either when we open the contact list for the time or when we reset the search formula after a search
2. When arriving in the contact list the CRO agent may search for a contact but the customer would like to have the results as empty to avoid having the full list of contacts displayed and filtered by the search criteria added in the formula. The fact of having the full list of contact may cause two issues:
1 - Slow the search process of the CRO agent because search criteria will be applied on the full list of contacts
2- Could lost the CRO agent by displaying the full list of contact and will force the CRO agent to find the right criteria to filter out the results
3. Maybe use a field that will always make the result list empty.
4. This ER should be taken into account because the customer would like to avoid having a full list of contact because the end users (CRO agents) will use the golden view during every phone call with the customer. In order to save time this optimization is expected. Moreover, if the contact list is empty, it will help identify the contact thanks to the search criteria added and thus the CRO agent will be focused on the call with the customer rather than the search itself.
5. Avoid having useless contact list displayed
6. Yes, this business requirement has a priority 3 for the customer and is not mandatory but expected to be delivered for the production mode of the project
 

Solution

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In this Document
Goal
Solution
References


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