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.
Search for | Example | Results |
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A single word | cat
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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 |
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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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Knowledge-Centered Support (KCS)
Knowledge-Centered Support (KCS) is a knowledge management strategy for service and support organizations. It defines a set of principles and practices that enable organizations to improve service levels for customers, gain operational efficiencies, as well as increase the organization's value to their company.
KCS practices involve collaborating, sharing, using and improving knowledge. KCS practices encourage knowledge creation and improvement by all members of the support team and promote effective knowledge searches by maintaining up-to-date knowledgebases. The out-of-box Knowledge Management system enables all internal and external users to provide user feedback on the knowledge documents. This helps to identify useful articles and to mark other articles for revision, which contributes to the overall quality and value of the information in the knowledgebase.
The goal of KCS is to solve a problem once and use the solution often. KCS-based systems take advantage of the knowledge available in all phases of the service desk operations by making the knowledge captured by the customer support process available for reuse throughout the support organization.
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