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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Cost assessment
Each time a client company provides a service to a customer, there is real cost incurred from three sources:
- The cost of interacting with the customer. This is the time spent by the service desk operator handling the customer’s service request, multiplied by the operator’s hourly rate.
- The actual cost of labor associated with fixing an incident. This is the time spent by one or more technicians working on an incident, multiplied by their hourly rate.
- The cost of any parts used in the repair process.
Related topics
Service Level Management
Service Contracts overview
Working with service contracts
Service contracts
Service contract tasks
Entitlement checking
Itemizing costs
Handle time costs
Labor costs
Parts costs
Currency records
