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
|
| A combination of search types | ( ) parentheses |
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Service Portal
The Service Portal provides one centralized location for all employee issues related to IT. Its easy-to-use interface enables users to independently request support, search a self-help knowledge base, and browse a service catalog. Users can even ask their friends for help using an intuitive question and answer (Q&A) interface in which questions are routed to other employees, based on their skills and expertise. The Service Portal also enables employees to track support and service requests.
The portal's sophisticated search capabilities enable users to independently find relevant information. Search results are gathered from multiple sources and can include multimedia-rich articles, user Q&A, relevant services and forms, and targeted support – all displayed in one, user-friendly interface.
You use Service Management to configure the portal to present valuable information and forms to end users. The catalog, support offerings, and articles are managed in the Service Catalog Management and Knowledge Management modules.
Category tiles
On the Service Portal, when a user clicks on a category tile, a page is displayed with three tabbed sections:
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Featured - displaying news, offerings, and articles
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Offerings - displaying recommended and popular offerings
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Articles - displaying recommended and popular articles
The category page also includes an enhanced search drop-down option, allowing the user to search the selected category or all categories.
For information about how to configure this and other portal settings, see How to configure Service Portal feature settings.
Related topics
