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 |
|---|---|---|
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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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Configure chat assignment settings
When an end user initializes a chat request, the chat request will be automatically accepted by a virtual agent or be assigned to a specific chat assignment group based on the Service Manager Process Designer Assignment rule set configurations. Consider the following scenarios:
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If your system administrator has set up virtual agent, and then defined a rule to find a virtual agent based on user's requirement, Service Manager detects the end user's language selection when logging on to the ESS portal or the browser language preference when logging on to the Service Manager Service Portal and then assigns this chat request to a virtual agent which has the same language setting. See Set up End User Chat virtual agent for more information.
- If the virtual agent is not enabled or not found, Service Manager assigns this chat request to an available chat assignment group according to the assignment rule configuration and chat assignment group configuration. These configurations enable an assignment group’s members to respond to End User Chat requests and to provide instant support.
Note If an end user starts a chat with the previous support ticket ID, Service Manager automatically assigns this chat request to an available chat assignment group.
Configure Chat Assignment Group
To support basic chat routing and provide a most effective resolution to an end user's issue, a Service Desk manager needs to create a new assignment group or update an existent assignment group as a chat assignment group. A service desk manager also needs to set chat related settings for a chat assignment group, including support departments, locations, languages, and companies.
To update the settings of an assignment group to support End Use Chat, see Add a Service Desk assignment group.
Configure Chat Assignment Rules
To assign each End User Chat request to a virtual agent or to an assignment group, a system administrator needs to save a copy of the out-of-box Service Manager Process Designer Assignment rule set sdc.assignment.routing, and then perform either of the following changes on the copied rule:
| Rules | Tasks | Reference |
|---|---|---|
| Live chat Assignment rule |
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See Add an Assignment rule for detailed information and instructions. Important In the Assignment Rule pane, you must use |
| Virtual agent Assignment rule | Write your own JavaScript. |
Note If there are multiple assignment groups available for an End User Chat request, the system assigns only one group to this chat based on the sequence of the records stored in database.
