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

Use > Service Manager Collaboration > End User Chat > End User Chat administrator tasks > Set up End User Chat virtual agent > Enable virtual agent

Enable virtual agent

Follow these steps to enable virtual agent:

Log on to Service Manager as a system administrator.
From the System Navigator, click System Administration > Ongoing Maintenance > Collaboration > Configuration.
Select the End User Chat with chatbot enabled check box.

After you enabled virtual agent, the system firstly routes a Service Portal or ESS portal chat request to a virtual agent according to the assignment rule settings for virtual agent. During the chat with a virtual agent, the Service Portal user or ESS portal user can escalate their issues at any time to a live Service Desk agent.

Send Help Center feedback