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

Set up End User Chat virtual agent

The End User Chat virtual agent simulates the way a human being responds to a question and helps to reduce IT support costs by providing intelligent answers to the end users all the time. When an end user asks a question, the animated virtual agent joins the chat and then retrieves solutions from a variety of resources, including Service Management Service Catalog items, Knowledge Management (KM) documents, SharePoint documents, static web pages, and file systems. At any time during the working hours, the end users can escalate their issues and choose to chat with a live Service Management Service Desk agent.

Note To utilize virtual agent, your enterprise must own an HPE Smart Analytics license and set up Smart Analytics.

Note When a virtual agent accepts a chat request, Service Management automatically creates a Service Desk chat request record but does not open a new Interaction record.

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