Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/ServiceCenter/Using/SCAccountSearch.htm

## Account Search for Service Center

The Account Search feature is designed to help users efficiently locate and access specific account information within the Vault CRM platform. By entering a search query, users can quickly filter through accounts, identifying the exact information they need.

**Who can use this feature?**

* All Users - Browser
* [Using Account Search](#Using)
* Users do not require an additional license

### Configuring Account Search for

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)All Users](#)

To configure this feature, ensure [Configuring Service Center](../SCConfig.htm) is complete.

#### Configuring Account Search Permissions

Grant users Read permission to the following fields:

1. ispersonaccount\_\_v
2. last\_name\_cda\_\_v
3. name\_\_v
4. formatted\_name\_\_v

To display the Address field and the Result Card fields, users must have permission to view these fields

### Using Account Search as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#)

#### Initiating an Account Search While on a Call

When a Representative answers a phone call within Vault CRM, the display switches to an Account Search field auto-populated with the caller’s phone number, along with a list of accounts in Vault CRM associated with that phone number.

![](../../../Resources/Images/Service Center/AccountSearch.png)

Select the account to navigate directly to the record. The account page opens in a new window.

#### Initiating an Account Search While Not on a Call

1. Select the Account Search tab.

2. Enter at least two characters in the search bar to search for the account to associate with the case.

#### Viewing the Search Results

The search results display as follows:

1. HCOs are listed first, sorted by name
2. HCPs are listed after HCOs, sorted by last name

To narrow the search results, enter additional information in the search bar.

* If the search does not produce any results, a No Results Found message indicates results were not found.
* If the user does not have Read permission to the [fields listed above](#Permissions), an Unable to Display Search Results message displays.
* If the search field is cleared, a Search Accounts message indicates no active search is in progress. Enter at least two characters in the field to start a new search.

#### Creating a Case from the Account Search Results

Locate the account record in the search results, then select the **+ Create Case** button for the account to initiate a case.

A tab created for the new case displays. The Case Details fields are populated but editable. The Queue field is populated with the default queue.

**For Cases Created While on a Phone Call:**

The case status is set as Open.

The case subject is automatically set as follows:

1. If the account is known, the case subject is “Phone call from <account name>”
2. If the account is not known:

* If the phone number is known, the case subject is “Phone call from <phone number>”
* If the phone number is not known, the case subject is “Phone call from Unknown Number”

![](../../../Resources/Images/Service Center/FPNewCaseCreatedOmniConnect.png)

**For Cases Created While Not on a Phone Call:**

The case tab displays with a generic note. The case status is set as New.

![](../../../Resources/Images/Service Center/UsingSC/SCUsing7.png)

If you cannot find the account in the search results, select the **+ Create Case** button under **Can’t find the right Account**?

Refer to [Using Service Center](SCUsing.htm) for more information on managing cases.

### Related Topics

[Service Center Overview](../SCOverview.htm#Service%20Center%20Overview)

[Configuring Service Center](../SCConfig.htm)

[Using Service Center](SCUsing.htm#Using%20Service%20Center)

[Flightpath: Creating Inbound Service Center Cases](https://vaultcrmflightpath.veeva.com/doc/Content/ServiceCenter/InboundCaseMgmt/1-Intro.htm)