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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- End User Chat administrator tasks
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 Manager 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 Manager Service Desk agent.
Note To utilize virtual agent, your enterprise must own a Smart Analytics license and set up Smart Analytics.
Note When a virtual agent accepts a chat request, Service Manager automatically creates a Service Desk chat request record but does not open a new Interaction record.
