Published at: 2026-09-17

Configure account and contact searches

Overview

When an agent creates a Work Order for an account after an online or support call, the agent must associate an account and contact with the Work Order. You can let agents match records by entering text without expanding Account and Contact object permissions. Alternatively, use standard lookup fields that show only records within the agent’s object permissions.

Before you begin

Use a ShareService administrator account or an account that can configure Work Order management settings.
Confirm that the create/edit layout for the target Work Order record type includes the Account and Contact fields.
Select a data-entry method based on whether submitters have Account and Contact object permissions.

Select a data-entry method

Go to ShareService > System Settings > Work Order Management > Work Order Account/Contact Search.

Open Work Order account and contact search settings

The following methods are available:

Data-entry method	Search behavior	Required object permissions	Use case
Text matching	The submitter enters keywords when creating or editing a Work Order, and the system matches accounts and contacts	The submitter does not need Account or Contact object permissions	An agent creates a Work Order for an account without receiving broader object permissions
Standard lookup fields	The submitter selects records through the standard Account and Contact lookup fields	The submitter must have Account and Contact object permissions	The submitter selects accounts and contacts within existing object permissions

For both methods, results are filtered by the data scope configured for the Account field on the Work Order object.

Configure text matching

Select Text Matching as the data-entry method.
Select a matching method:
- Fuzzy Match: The search starts after the submitter enters more than 2 characters and returns up to 100 results.
- Exact Match: The search returns a result only when the entered text exactly matches the account name.
Save the configuration.

Match an account by keyword when creating a Work Order

Configure standard lookup fields

Select Standard Lookup Fields as the data-entry method.
Save the configuration.
Confirm that submitters have the required Account and Contact object permissions.

Use the Account lookup field when creating a Work Order

Expected results and verification

Sign in with a target-role test account and open a Work Order create or edit page.
Confirm that the Account and Contact controls match the selected data-entry method.
Search for a record inside the Work Order Account field’s data scope, then search for a record outside the scope to verify filtering.
For text matching, verify the fuzzy-match character threshold and 100-result limit, or the exact-match requirement.

Configure the data scope for the Work Order Account field

Notes

Text matching lets submitters without Account and Contact object permissions match records, but it does not bypass the Work Order Account field’s data scope.
Standard lookup fields follow the submitter’s Account and Contact object permissions. A submitter without those permissions cannot select records by this method.
Fuzzy matching starts after more than 2 characters are entered and returns no more than 100 results.