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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Using the Pending Documents queue
The Pending Documents queue manages knowledge documents that have been submitted to the document workflow. The standard workflow for documents is to determine what processing the knowledge document requires, assign the document for editing or review, assign the document for review, and publish the document for internal or external audiences. In some cases, documents can be published immediately without going through a formal workflow.
Users with a KCSII or KCS III profile are primarily responsible for coordinating the Knowledge Management documents in the workflow. They are able to view and act on documents in the categories or subcategories to which they have access. A user with a KM ADMIN profile or a System Administrator can access all the Knowledge Management documents for all categories and subcategories.
If the resolution of an Incident or Interaction record is used frequently, the KCS Coach or System Administrator may want to manually create a knowledge document by locating the Incident or Interaction record and clicking the Create Knowledge link.
In the workflow, an editor can initiate the following changes:
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Make any required changes to the document
Note If you are editing an attachment for an existing knowledge document, you must send the document to the workflow. You can then save the attachment to your desktop, make the necessary updates, save the changes, and then re-upload the attachment to the knowledge document.
- Assign the document to a member of the document group for the document category or subcategory and move the document to the next phase in the workflow
- Publish the document immediately
- Use activity update
- Retire the document
For each document, a user will select a document owner and an assigned editor from a list of users with edit privileges.
Note Documents do not need to progress through every phase and end in the final phase. A user with the correct permissions in the document categories may publish or retire a document before it reaches the final phase. Additionally, the owner or editor may decide to revert back to the original version of a published document.
Related topics
