Work Order Creation - Account/Contact Search Settings

When a Terminal user reports an issue via a 400 hotline or through customer service personnel, the agent must associate the Work Order with an Account and Contact. To prevent excessive data access to Account and Contact objects, agents can perform fuzzy matching by entering keywords when creating a new Work Order.

Navigation: Service Connector > System Settings > Work Order Management > Work Order Account/Contact Search

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Input Methods

• Text-Based Matching: When creating/editing a Work Order, match Accounts and Contacts by entering keywords. Users do not need permission to access Account/Contact objects.
  • Fuzzy Match: Query initiates after entering at least two keywords, with up to 100 results returned.
  • Exact Match: Only returns results that fully match the entered Account name.

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• Standard Lookup Field Association: When creating/editing a Work Order, select data within permissions using the Account and Contact lookup fields. The submitter must have permission to access Account and Contact objects.

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• Note: Both search methods adhere to the data scope filtering rules of the “Account” field in the [Work Order] object.

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