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 |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| 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
|
| A combination of search types | ( ) parentheses |
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- Service Desk (Streamlined Interaction)
Service Desk Workflows (Streamlined Interaction)
Every time a user contacts the service desk, as an interaction is logged. User interaction management is the process of handling all interactions with the service desk that are received from self-service web pages or directly by service desk personnel. These interactions can include service disruptions, service requests, requests for information (RFI), complaints, or compliments reported by users who communicate with the service desk by using instant messages, phone, email, or self-service web pages.
The process enables Service Desk agents to easily log and resolve simple user requests and to escalate others into fulfillment processes requiring further action. The process streamlines service desk activities and decreases the workload for second-line support teams.
The User Interaction Management process consists of the following processes, which are included in this chapter:
