Keywords

1. On the Keyword Summary page:

   Action	Description
   Add Keyword	Click Add a Keyword
   Modify	Click keyword to modify in the Keyword column On the Keyword Detail page, click Modify this Keyword

    

2. On the Add a Keyword (or Modify a Keyword) page, fill in the fields. Some fields need explanation.

   Fields	Description
   Keyword	The name of the keyword
   Description	Your notes about the keyword
   High Priority	High Priority keywords appear in red when viewing the ticket

    

3. Click Save. The Keyword Detail page appears.

The keyword item is the specific word or words to match on.

1. On the Keyword Detail page, click Add a Keyword Item

2. On the Add an Item for Keyword page, fill in the fields.

   Keyword Matching

   Fields	Description
   Match this text	The text to match on, this must match EXACTLY the way it comes across from the One Call Center on the ticket. We always recommend to copy the text from the ticket and paste it into this field
   Unless it also matches	Any exclusion for this match, enter each word or phrase per line

    

   Matching Options

   Select which options should apply. Choose from Case Sensitive, Matching on Whole Words, matching only in specific fields on the ticket and which one call centers this rule should apply to.

    

3. Click Add. The Keyword Detail page appears

In the ticket details view, you can have the system display normal and high-priority keywords with yellow highlighting. To turn on highlighting, see Account > Profile Settings > Modify Preferences > Other Settings > Keyword Display