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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Knowledge Management Usage by Department (for SD Interactions)
Description
The Knowledge Management usage by department (for SD Interactions) report breaks down closed Service Desk (SD) interactions by department that use Knowledge Management (KM) documents as solutions to close an interaction. This report contains a bar graph of the ten departments that used the most documents as solutions. Additionally, there is a bar for the other departments with closed interactions. You can double-click any bar to display a detailed breakdown of that department’s closed interactions using KM documents. This report organizes the information using groups to help users quickly view total counts by department.
Customer Value
This report provides a quick view of closed interactions for a specified time period where KM documents contributed to the resolution. The totals displayed in group headings allow for quick determination of which departments are generating SD interactions being closed using KM documents. This information can then be used to determine if the KM document content for a particular area needs to be increased or updated. This provides the KM Manager with a comprehensive overview of whether or not there are enough documents to solve issues coming from a certain department.
