I have often wondered how many clients make use of the Keyword functionality in the Cases program. It was a bit of carry through from the previous system we worked on and has probably been superseded by the ability to text search and to a certain extent clashes with the case attribute functionality.
The intention was to provide a facility to tag cases with any number of keywords that could be searched upon, hence the keyword field on the case enquiry screen.
To make it easier for entry, keywords are extracted from the title and attached to the case at the time the case is added. I am pretty sure that the there isn't a site control to stop this happening so they are always created and you probably have a big keyword table - could be wrong here though.
What you can also do is define certain keywords as Stop Words. Stop words are pieces of text that won't be created as keywords. For instance, "the", "and", "a", etc... are words that you don't want cluttering up your keyword list, presuming you care!
Stop words can be defined as Case Stop Words or Name Stop Words and this is where it is potentially interesting. If the keyword is a Name Stop Word then the system uses this information when automatically creating the default Search Key 1 when a name is added. The entered name is used but any Name Stop Words are removed.
For example, making "the" and "company" Name Stop Words will mean that the Search Key 1 for the name "The Proctor & Gamble Company" will default to "Proctor & Gamble". This facilitates makes easy searching for the end user and removes the need to change the search key manually.
Now, the catch. The only place that I am aware of where you can define a Stop Word is from the Keyword picklist but not the keyword picklist on the case enquiry screen. You have to go to the keyword picklist that is available from the Keywords tab in Cases, so you will need a program that has screen control to give you access to that tab.
No comments:
Post a Comment