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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Set up survey
The setup steps vary depending on whether Service Manager is containerized or non-containerized.
If Service Manager is containerized
Out of box, the following survey settings are pre-configured in the suite:
- In Service Manager, Service Portal is specified as the survey portal and the survey URLs are configured in the System Information Record ( System Administration > Ongoing Maintenance > Miscellaneous > System Information Record).
- In Service Manager, a survey integration instance is enabled and running in Integration Manager (System Administration > Tailoring > Integration Manager).
To set up survey in the suite, an administrator still needs to perform the following configurations:
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Enable outbound email in Service Manager. For details, see the outbound email section in Configure email.
This is required to enable users to receive survey notifications, which includes a survey link.
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Assign self-service users the RESTful API capability in their operator record in Service Manager.
This is required for these users to access surveys from the Service Portal user interface.
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Start the survey service agent scheduler.
Scheduled surveys are running based on the survey service agent scheduler; additionally, if a self-service user selects to register a compliment or complaint when responding to a scheduled or manual survey, Service Manager creates an interaction based on this scheduler.
To do this, follow these steps:
- Go to System Status, and make sure that the survey service agent scheduler is started.
- If not, click Start Scheduler, and then double-click this scheduler to start it.
If Service Manager is non-containerized
This means the suite is deployed in mixed mode (scenario 1). You should follow the survey setup instructions in the specific Service Manager Help Center. However, you should pay attention to the following when configuring the System Information Record:
- In the SM Portal field, select Service Portal.
- In the Service Portal URL field, enter https://<EXTERNAL_ACCESS_HOST>/saw/ess.
Additional configurations
If you want to use the out-of-box survey template and HTML Email template, no additional configurations are needed. If you want to design your own survey questionnaires or to tailor the out-of-box HTML Email template, further configurations are needed. For details, see the following topics:
