Up to now, a specialist using 4me Self Service or the 4me mobile app would be limited to the search results that end users would also see. These include only requests, tasks, and project tasks assigned to this person, plus any available request templates, knowledge articles, services, and shop articles. Specialists, however, do sometimes log in to the self-service portal, or use the mobile app, and expect to find the same records they would find using the Specialist interface.
The scope for specialist search on 4me Self Service and the mobile app has now been widened. For them, search results now include all requests, tasks and project tasks that they would be able to find when searching for them using the Specialist interface. Next to that, relevant problems, workflows, and projects are now also available to them via the search results.