Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management2017.11

Develop > Process Designer Tailoring Best Practice Guide > Best practices for configuring rule sets > Configure assignment rules

Configure assignment rules

Service Manager uses assignment rules to automatically distribute records, such as tasks, to the most appropriate groups or individuals for processing. You can configure the assignment rules with different conditions. For example, you can set a rule so that a record is automatically assigned to a group that handles the associated service, or you can set a rule so that a record is automatically assigned to an individual who has the lightest workload.

The following sections provide detailed information about the best practices of configuring assignment rules:

Configure assignment rules for groups
Configure assignment rules for individuals

Send Help Center feedback