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 |
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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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Respond to a Survey
When a survey is sent to you, you receive an email notification with a link to the survey. You can click the link to respond to the survey. Alternatively, you can directly locate the survey from the Service Manager Service Portal user interface and respond to it.
To respond to a survey from an email notification, follow these steps:
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Click the survey link provided in the email notification.
If you are already logged in to Service Manager Service Portal with your default web browser, the survey record opens directly; otherwise a login page is displayed.
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If a login page is displayed, log in to Service Manager Service Portal. The survey record opens.
Note If you see an error page with an empty list, you are not yet granted the RESTful API capability in Service Manager. Contact your Service Manager system administrator for help.
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Answer the questions.
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(Optional) Click Register a compliment or Register a complaint. If you select either option, Service Manager will automatically create an interaction record that has a category of Compliment or Complaint and send you another email with the record details after you submit the survey. At the same time, Service Manager Service Portal creates a support ticket with the details synchronized from Service Manager.
By default, the No interaction registration option is selected.
- Click Submit. A confirmation dialog appears.
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Click Continue to confirm that you want to submit the survey.
A message is displayed, indicating that your survey has been submitted successfully.
Note After the survey is submitted, it appears on the Closed Surveys tab. You can click the survey to view its details. If you selected to register a complaint or compliment, you may find that the Register a compliment or Register a complaint option is in unselected state. This happens only when the interaction is not created yet. You need to wait for a while to allow the interaction to be created, and then refresh your browser.
- Click Back to Surveys to return to your survey list.
To respond to a survey from the user interface, follow these steps:
- Open your survey list. For details, see View My Surveys.
- Click the Open Surveys tab, and locate the survey to which you want to respond.
- Double-click the survey to open the survey details.
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Answer the questions and submit the survey, as described previously.
- Click Back to Surveys to return to your survey list.
