SECTIONSRecord Search Results Overview
When you ask an agent to find records, it displays the matching records in the conversation, often in a table that you can page through.
Searching for Records
You can search for a record by name or ID. For example, you can search for resources, assignments, resource requests, and projects by name or ID. Depending on the agent, you can also ask about skills, skill sets, and resource pools. If a search returns multiple results, the agent indicates the total number found. You can ask the agent to display results in a tabular format for easy comparison. The agent selects up to five of the most relevant data columns based on your query. If your results contain more than five columns, a message indicates how many are available, and you can ask the agent to show specific columns.
For information about querying skills, skill sets, and resource pools, see Querying Skills and Skill Sets Using the Certinia Customer Success Agent and Querying Resource Pools Using the Certinia Customer Success Agent.
For information about the numbering column in a table of records, and about referring to a row by its number, see Referring to Table Rows.
Paging Through Results
The agent displays up to 20 records at a time. When the agent knows which object your request returns, it reads only the fields that it needs from each record, so a set usually contains the full number of records. If the fields that the agent needs contain long values, such as lengthy descriptions, the agent displays fewer records in a set so that its response stays within a size limit. The fields that the agent reads do not change which columns a table displays. The number of records in each set is managed automatically, and you can't change it. If your query matches more records than the agent displays, the agent tells you which records it is showing you and how many records match in total. For example, it might report records 1 to 20 of 85. When further records remain, the agent tells you, and you can ask for them. For example, enter Show me the next set of results or Show me the rest. To work with fewer records, you can also narrow your query, for example by adding filters or a date range.
A footer below each table repeats the range of rows in the table and the total number of matching records, such as "Showing 21-40 of 85 rows", so you can see where you are in the results after you scroll through a long table. If the table contains every matching record, the footer displays the number of rows instead, such as "All 12 rows shown". If further records remain but the range is not known, the footer displays "More records are available." Screen readers announce the same text as the footer.
Multiple Sets of Results
For each message you send, the agent displays one set of records from each of your results. If you ask for more than one set of results in a message, such as resource requests and assignments, the agent displays the first set of records from each in its own table. If more than one set of results has further records and you ask for more without saying which, the agent asks you which one to continue.
If a response is too long to display in full, the agent ends it after the last complete row of a table and displays "This reply is too long to show in full. Ask for more to see the rest." You can ask the agent to display the remaining records.
When you ask a question about the whole set of results, such as a count or a comparison, the agent answers from every record that matched your query, not only from the records it displayed. If the records are no longer available, the agent asks you to run your original request again. If a set of results is too large for the agent to work with at all, the agent asks you to narrow your query and run it again.
Record Links
When the agent refers to an object record in its response, it displays the record name as a link you can click to open the record in a new browser tab. This applies to records in the agent's text responses, tables, and approval cards.