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 |
|---|---|---|
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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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Self-Service Escalated Knowledge Management Search Escalation
Description
The Self-Service Escalated Knowledge Management Search Escalation report breaks down the ESS searches by two states: Escalated search and Non-Escalated search. This report contains a graphical representation of the breakdown of escalated versus non-escalated ESS searches using a pie chart. You can double-click any piece of the pie to display a detailed breakdown of that state by user ID and search date, etc.
Customer Value
This report provides a comprehensive overview of the number of escalated ESS searches for a specified time period. If the number of escalated ESS searches is high, it indicates that the number of interactions these searches result in could be high. This information can then be used by the KM Manager to identify areas in which the Knowledge Management database can be enhanced with knowledge articles for end users to solve issues.
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