Contextual search

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • 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.