Archive Viewer's Global Search lets you find any archived record in your archive without knowing which parent record it belongs to. It's the fastest way to locate something when you're not sure where in Salesforce to look.
When to use Global Search
The Archive Viewer typically lives on a parent record - for example, you'd browse archived Cases from their parent Account. Global Search is useful when you can't remember which Account (or other parent) holds the record you're looking for. Instead of navigating around your org, you can search across all archived data from one place.
Accessing Global Search
Global Search is available as a tab that you can add to any Salesforce app called Gearset Archive. If you don't see it in your navigation bar, follow the setup steps below.
Controlling who has access
Global Search has its own Salesforce profile configuration, separate from the rest of Gearset Archive Viewer. This means you can control exactly which users in your org can see and use it.
There are two things to configure in Salesforce Setup:
Tab visibility on the user's profile - so the Gearset Archive tab appears for that user
Pinning the tab in App Manager - so it stays permanently visible in the service console navigation
Step 1 - Set tab visibility on a profile
In Salesforce, go to Setup and search for Profiles in the left-hand menu.
Click the name of the profile you want to grant access to (e.g. System Administrator, or a custom support profile).
Click Edit to open the profile editor.
Scroll down to the Tab Settings section.
Under Custom Tab Settings, find Gearset Archive and change the dropdown from Tab Hidden to Default On.
Click Save.
Repeat for any other profiles that should have access. You can also add the tab to a Permission Set instead of editing profiles directly, if that better fits your org's setup.
Step 2 — Pin the tab in App Manager
Setting tab visibility makes the tab available to the user, but to keep it permanently visible in the service console navigation bar, you also need to add it via App Manager.
In Salesforce Setup, search for App Manager and open it.
Find your app (e.g. Service) and click the dropdown arrow on the right, then select Edit.
In the Choose the Tabs section, find Gearset Archive in the Available Tabs list and click Add to move it to Selected Tabs.
Click Save.
Refresh the chosen app — the Gearset Archive tab will now be pinned to the navigation bar.
Searching for an archived record
Once the tab is set up:
Navigate to the Gearset Archive tab in your service console.
Click Select Object and choose the object type you want to search (e.g. Case, Contact, Task).
Enter your search term in the Search text field on the right and press Enter.
Note: You must select an object before searching. If you try to search without selecting one first, a tooltip will remind you to choose an object first.
You can use a more granular filter by removing the text in the search box, and clicking the 'filter' icon.
Click a result to open the archived record and view its full details.
You can navigate to the parent record from the search result.
