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 Manager9.52

Use > Service Desk (Streamlined Interaction) > Service Desk overview > Streamlined Interaction introduction

Streamlined Interaction introduction

To increase IT agents’ efficiency and to enhance user experience, Service Manager introduces a new, streamlined interaction solution as of version 9.41. This streamlined interaction solution provides the following features and benefits:

A simplified, intuitive form for interaction logging that requires fewer fields to fill and fewer clicks

Note The interaction records still exist at the portal level only to exchange updates with the IT customers.
A streamlined workflow that requires fewer steps in interaction handling
A much easier way to manage recall and to measure process KPIs with all information at the same place
Status synchronization between interaction and fulfillment records:
- End users have full visibility of fulfillment status
- IT agents can focus on fulfillment records
Visibility on the attachment of interaction in the fulfillment record
Consolidated menu entry for interaction creation, which is based on whether Smart Analytics and the streamlined interaction solution are enabled or not

Note The streamlined interaction solution is disabled by default. This enables you to continue to use your existing interaction workflows without any issues or additional configuration after you upgrade to the current version of Service Manager.

To use the new streamlined interaction solution, simply manually enable it after you upgrade to Service Manager Codeless or Service Manager Hybrid (version 9.41 or later). For information about how to enable the streamlined interaction solution, see Enable streamlined interaction.

Once you enable the streamlined interaction solution, it replaces the previous interaction solution .

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