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 Manager9.51

Use > Smart Analytics > User tasks > Use Smart Search to find a solution

Use Smart Search to find a solution

At any time while you create or update an Interaction or Incident record or update a Problem record, you can perform a smart search to find solutions. When you find a solution, you can add the solution to the resolution or workaround field of the record you are processing.

Note To remove the legacy search icon, you need to edit the form to remove the legacy icon manually.

To use Smart Search to find a solution, follow these steps:

By default, while you are submitting a record, context-aware search is automatically triggered as you type in the Description field. If you have configured your Smart Analytics to manually trigger context-aware search, click the Context-aware Search icon to open the quick Smart Search window on the right panel. Smart Search uses the content in the Description field of this record as the search string.

Tip You can also put the cursor in the Description field, and press Shift + Enter to trigger a context-aware search.
In the search results, click the hyperlink to view a solution document.
When there is a document with the correct solution or workaround, the Use Solution button appears, and you can click Use Solution to add the solution to the Resolution or Workaround field of the record.
After you select Use Solution, the system displays the record with the Resolution or Workaround field updated. You can continue processing the Interaction, Incident, or Problem record that prompted your quick Smart Search.

Send Help Center feedback