Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| 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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
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| Either word in a topic |
|
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
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Hot Topic Analytics for knowledge articles
Hot Topic Analytics enables you, the Service Management support agent, to analyze questions and requests submitted by the Service Portal users, as well as the types of information that other Service Portal users are looking for.
The analysis considers questions asked by the Service Portal users, as well as search strings that were entered by the users. It also analyzes how users treated the search results that were generated, that is, which search results were further drilled into, and so on.
The hot topic maps provide an analysis of important interest areas that have arisen through the Service Portal. For more information, see How to analyze Service Portal knowledge searches.
From the analytics that are displayed, you can in turn create knowledge articles based on the results generated, providing a more directed source of information for future user searches.
You can also create offerings based on Service Portal user activity you see here.
Note
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To use Hot Topic Analytics, you must have one of the following out-of-the-box roles:
- Knowledge Contributor
- Knowledge Publisher
- Knowledge Administrator
For more information about each of these roles, see Knowledge Management roles and permissions.
Alternatively, you can create an additional role that includes create, update, and delete permissions on the Article record type. For more information, see How to edit role permissions.
- To manage Hot Topic Analytics, you must either have the Tenant Admin Role or a role that includes the Enable management of hot topic analytics permission.
- Hot topic analytics for knowledge articles analyzes only those requests that are not linked to offerings.
Related topics
