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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Hitlist configuration
As part of knowledgebase configuration, you can configure a hitlist to display search results of a particular format, and selected fields in knowledge documents. When formatting a hitlist, you can specify the labels for the fields you want to display and the style class of the each label.
Note A hitlist only displays search results for knowledge documents in categories to which the user has access.
The Fields text box on the Configure Hitlist form lists the available out-of-box fields. The fields available for use in a hitlist are defined by the field definitions specified for the knowledgebase. These definitions are specified as part of the knowledgebase management and maintenance function. If you want the field available for the hitlist, you must specify true for the hitlist parameter of the field definition.
Note Currently, Knowledge Management supports two hitlist templates, Default and Hotnews. You can rename these out-of-box templates reconfigure them based on the fields available. To add a new hitlist template, you must also add supporting code in the kmsearch script to make the new hitlist template active.
Global hitlist fields
In addition to the field definitions in the knowledgebase, there are global hitlist fields generated by the search engine that are also available for use as labels in a hitlist. These fields are:
- $DYNAMIC_SUMMARY - A dynamically-generated summary that shows a summary of a document in the search results. A dynamic summary consists of phrases selected by the search engine as being representative of the document as a whole.
- $PASSAGE_BASED_SUMMARY - A passage-based summary consists of one or more passages (sentences or phrases) from the document, each of which contains an instance, optionally highlighted, of the search term that was used to locate the document. This type of summarization is also called keywords in context, because the keyword (search term) is displayed in its context within the document.
- $KNOWLEDGEBASE_NAME - This is the name assigned to the knowledgebase. The out-of-box system knowledgebase names are Incident_Library, Interaction_Library, and Knowledge_Library.
- $DOCUMENT_SCORE - When documents are evaluated, each query matched is assigned a score that indicates the degree of match between a document and the query.
- $DOCUMENT_RANK - This is the order of the search results, based on the score the item received by the search engine. The item with the highest score has a rank of 1.
Multilingual hitlists
A hitlist must be multilingual-enabled before you can create multilingual labels. A hitlist is multilingual-enabled when you place the label delimiter *SCMSG*123*SCMSG* in the heading text box on the Configure hitlist form. The default hitlist is multilingual-capable in the out-of-box system.
Labels
In addition to modifying the default hitlist to display different fields, administrators can configure labels for a hitlist to display in languages other than English. For the default hitlist, each label contains a label delimiter, which the system uses to determine the label to display. A label delimiter is in the form: *SCMSG*123*SCMSG* where the number between the replacement tokens identifies the message string in Knowledge Management scmessages table. When the hitlist displays, the system replaces the token (123) and the delimiters with the applicable string from the scmessage table.
scmessage table
To configure the hitlist to display in languages other than English, you need to add additional message strings in the scmessage table. This provides a message identifier (unique message number), the actual message string you want to display, and a language code. For each language, create a new record with the same message number. The language code will be different, but the message text will be the same in the applicable language. Repeat the process for each label that needs to be multilingual. Ensure each set that represents a single label value has a unique message identifier.
Once new records exist in the scmessage table, replace the tokens in the label delimiter with the message number created in the scmessage table for the applicable message text string.
Related topics
