Use > Service Manager Collaboration > End User Chat > Service Desk agent tasks > (Optional) Provide support using Smart Search

(Optional) Provide support using Smart Search

If your enterprise owns a Micro Focus Smart Analytics license and your Service Manager system administrator has set up Smart Analytics, you can use Smart Search to search across a variety of resources, including Service Manager Service Catalog items, Knowledge Management (KM) documents, SharePoint documents, static web pages, and file systems while providing support to end users.

Note If your enterprise does not own a Micro Focus Smart Analytics license, you can only search for a Service Manager Service Catalog item or a Knowledge Management (KM) document manually and then share the corresponding link to end users.

Follow these steps to provide support using Smart Search:

  1. Click the Search button on the top-right corner of the Service Manager UI. The Smart Search window opens.

  2. Type the key words or phrases you want to search for. Service Manager displays a list of items matching your search request when you are typing. If no result is displayed, type a new search string for your search.

    Alternatively, you can simply highlight the keywords in the end user’s chat message and then click the automatically appeared magnifier icon to start a Smart Search. Refer to the following screenshot as an example:

  3. Click Share to send the link of a search result item to the end user.

    Note The system displays a notification in the conversation window when the following scenarios occur:

    • The end user is not authorized to access the shared link.
    • The end user did not receive the shared link.

    Note The Share function does not work well when a Service Desk agent is sending a link to a Skype user. The shared link becomes messy code in the Skype conversation window.