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 > SM Survey administrator tasks > Design your own SM Survey questionnaire

Design your own SM Survey questionnaire

User roles: System Administrator

In the out-of-box system, the following questions are provided for SM surveys:

Overall, how satisfied are you with the level of service provided (1 - "Very Unsatisfied" and 5 - "Very satisfied")?
How satisfied are you with the speed of response that you received (1 - "Very Unsatisfied" and 5 - "Very satisfied")?
How satisfied are you with the communication regarding the service (1 - "Very Unsatisfied" and 5 - "Very satisfied")?
Do you have any additional comments?

These four out-of-box questions are defined in the SurveyInternal table. However, you may need to update the questions according to your business needs. To tailor your own survey questions and options, follow these steps:

Add new fields in the SurveyInternal dbdict record.
Modify the corresponding SurveyInternal format.

You can also add verification to a question, and Service Manager will verify if the recipients have answered this question when they submit the survey. For the four out-of-box questions, Service Manager adds verification to the first three questions. If you want to add verification to your new questions, update the SurveyInternal format control and then make sure this question is marked with an asterisk (*) when you design the corresponding format in the Forms Designer.

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