1. Locate the customer record using the following steps:
- Navigate to Lists > Relationships > Customers
- Check the Show Inactives checkbox
- View = All
2. Check if the customer is set to inactive.
Solution: Once user confirms the customer is inactive, the following options are available to be able to use global search on this customer.
Option 1: Make the customer active by setting the Inactive checkbox to blank.
Option 2: Enable the Include Inactives in Global & Quick Search preference found at Home> Set Preferences> Analytics tab > Search section. This allows users to use Global Search customer records that are inactive.