Our customer service reps reported that they no longer are able to 'customize' the view for their Global Search Results... Does anyone know if that was removed in a recent release? I honestly have never used that feature but they have it documented in some of their procedures with screenshots so it was definitely there at some point. What am I missing?

I would imagine that the search results on a global search would be different based on the record type, right? For example, if I searched for something that returned both employee, customer, and transaction results, I wouldn't expect to see the same column headers across record types.