Troubleshoot Einstein Search Cases

Why Different Users Can See Different Results

Search results vary for each user who performs a search.

• If you don't have access to a record, but another user does, it only appears for them. Access permissions are based on user profiles. If an object isn’t available in your user profile, you can’t see results for that object.
• Record ownership boosts records in results. If you own the record, it appears higher in the search results.
• Object history boosts records in results. Records from object types that you use more frequently have higher priority in your search results.

To find the correct record, enter the full search term. Partial search terms and wildcards can return unwanted results. Enter a full search term even if you aren’t sure of the spelling. Spelling correction and nicknames help you find the right matches.

If an object hasn’t been made searchable or if you haven’t previously viewed the record, the dropdown list is empty. To enhance Einstein Search performance, searchability of custom objects that aren't searched for more than 120 days is disabled. To enable object and field searchability, contact your admin.

When you start typing in a lookup field, a list of matching records appears. If you click outside the search bar without selecting a record or performing a full search by pressing Enter, you get an error that says “An invalid option has been chosen.”

• To avoid this error, don’t leave the search bar by clicking the lookup search icon, using the scrollbar, or pressing Tab.
• To perform a full search, press Enter, or choose the first option in the list. To see all the items in the list, reposition the page before you search so that there’s space to show all matching records. You can also use arrow keys to navigate the list instead of scrolling.