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Outsourced Service Provider agent tasks › Manage cases › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Contextual search

An OSP agent can search for related information to fulfill a case. The search results returned are the list of entities that the agent is entitled to according to the data governance.

Before you begin

Role required: sn_csm_ocs.ext_agent

Procedure

  1. Navigate to Outsourced Customer Service > Cases > All.

  2. Open a case to see the related search results according to the case description.