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 |
|---|---|---|
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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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Service Manager out-of-box predicates
Service Manager provides the following out-of-box predicates that can be used directly in AIML templates.
| Predicate | Description |
|---|---|
| problemDesc | Problem description. |
| smLoginUser | End User's ID for Service Manager login. |
| smLoginUserFullName | End User's full name for Service Manager login. |
| smBotId | Virtual agent ID. |
| smSdChatId | Service Desk chat request record ID. |
| MULTIPLE_SENTENCES_INPUT |
In AIML standard, a user input sentence is split to multiple sub-sentences if the sentence includes periods (.), question marks (?), or exclamation marks (!). The system performs a match for each sub-sentence and combines all the matched responses together as the final output to the end user during the conversation. However, this is not expected when a Service Manager virtual agent is solving an end user's issue. You can use the MULTIPLE_SENTENCES_INPUT predicate to keep the integrity of an end user's issue description and perform an IDOL search for the complete sentence. |
| ATE_MULTIPLE_SENTENCES_INPUT | ATE_MULTIPLE_SENTENCES_INPUT
is a chat predicate key to set a flag and indicate whether a virtual agent needs to continue handling the subsequent sentences or not. When you set this predicate to true, a virtual agent regards the current template as the final output to the end user. All previously matched responses are abandoned and all subsequent sentences in the same request are ignored. |
In addition, you need to define and assign values to the following predicates in either a JavaScript or in an AIML template.
| Locations | Predicate | Description |
|---|---|---|
| Define in Javascript | BOTCUSTPREDICATE_SMIDOLSEARCH1/ BOTCUSTPREDICATE_SMIDOLSEARCH2/ BOTCUSTPREDICATE_SMIDOLSEARCH3... |
Solutions from IDOL search. |
| Define in AIML template | smChatClosureCode | Closure codes when a virtual agent closes a Service Desk chat request ticket. |
