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
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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
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| A combination of search types | ( ) parentheses |
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Configure language setting for virtual agent
As a system administrator, you need to either updating the out-of-box language settings or add language settings for a new virtual agent. Consequently, Service Manager detects the end user's language selection when logging on to the ESS portal or the end user's browser language preference when logging on to the Service Portal and then assigns this chat request to a virtual agent which has the same language setting.
Note In this release, virtual agent provides support for English, German, French, Spanish, Italian, and Dutch only. If the end user's input language is other than these six languages, Service Manager assigns the chat request to Service Manager Service Desk assignment groups based on the assignment rule configuration.
Caution Be careful with the language settings because the AIML files are related to the languages.
Follow these steps to update the out-of-box language setting for an existing virtual agent:
- Log on to Service Manager as a system administrator.
- From the System Navigator, click System Administration > Ongoing Maintenance > Collaboration > Service Desk ChatBot.
- Click Search to display a list of existing virtual agents.
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Select a virtual agent, and then update the language settings on the Service Desk Chat Bot definition form.
Tip You can also rename the virtual agent in this step.
- Click Save.
Follow these steps to configure the language setting for a new virtual agent:
