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 > Survey > Service Manager Survey

Service Manager Survey

The Service Manager Survey (SM Survey) feature is based on the HTML Email solution (JavaMail) and does not require an external survey tool to complete the survey process. You can manually send individual surveys directly form a record to selected users, or configure the system to automatically send scheduled surveys to specified users through an out-of box SM Survey connector.

When users receive a survey link, they can directly open the link in a web browser and then log in to Service Manager to complete the survey. They can also check the surveys opened for them or closed by them in the Service Manager portal. In the out-of-box system, SM surveys are designed to achieve the following goals:

Collect user satisfaction ratings on the following areas: the level of service provided, the speed of response that the user received, and the level of communication rating from 1 to 5 regarding the service.
Collect additional comments from the user (if any)
Allow the user to select if a complaint or compliment needs to be registered. If the user selects to do so, the system automatically generates an interaction record of a Complaint or Compliment category with the information the user provided, and sends an email to the user with information about the interaction record. The user can click the record link to check the record details and status.

Note SM Survey does not support Multiple Company mode.

Once the surveys are completed and submitted, the survey senders can check the survey results from the TO-DO queue or from the Survey menu on the system navigator. In addition to individual survey results, administrators can also check the statistics reports that the system automatically generates based on the existing survey results. All this can help your organization to improve your services and user satisfaction.

Send Help Center feedback