Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Manager9.41

Use > Knowledge Management > Knowledge Management overview

Knowledge Management overview

Knowledge Management supports Knowledge-Centered Support (KCS) standards and guidelines by providing a natural language search engine and rich-text authoring tool that enables your users to search for, update, and author knowledge articles. Knowledge Management has a strong interface with the Interaction, Incident, and Problem Management modules so that your users can search for and use knowledge from existing Incident or Problem records while attempting to resolve new Incident and Problem records. Users can also use this integration to create new knowledge.

You can use Knowledge Management to meet your business needs in the following ways:

Knowledge Management integrates with Service Desk Interaction so that users responding to an Interaction record can search for similar interaction records with solutions. In addition to searching for knowledge, the out-of-box mapping allows users with applicable privileges to create solutions and author knowledge documents from resolved interaction records.
Knowledge Management integrates with Incident Management so that users updating incident records can search for similar issues with solutions in the knowledgebases. Users can also create knowledge to contribute a new knowledge document from a resolved Incident record, so that data in the mapped fields are used in the knowledge document.
Knowledge Management integrates with Problem Management so that users can perform the following tasks:
- Search for similar Problem records, Incident records, Known Error records, or knowledge documents
- Use the resolution from an existing resolved issue in a knowledgebase as a solution for the problem record
- Use the information from a problem resolution to create a new knowledge document
Publish documents, retire documents, and delete documents from the knowledgebases
Track knowledge documents at various stages with statistics generated in the kmusagehistory table

Send Help Center feedback