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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Smart Email best practices
This topic describes some best practices when you implement the Smart Email solution.
Resolution email
You can either enable resolution email for interaction only or for fulfillment record only. Smart Email may not work properly if the resolution email is enabled for both the interaction and fulfillment records.
When multiple interactions are related to one fulfillment record, we highly recommend that you disable the resolution email to end user in fulfillment record and enable the resolution email in interaction only. By doing this, multiple end users recorded in the interactions can be informed by email instead of just the end user in the fulfillment record.
For the ordering from catalog use case (that is, one interaction are associated with multiple fulfillment records), it is recommended that the system sends out the email from the fulfillment records only. This is because in such case, the fulfillment records provide more details than the interaction record.
Auto-closure of resolved records
When auto-closure is configured in a workflow, the interaction or fulfillment record is automatically closed when the condition is met. In this case, it is possible that an end user is out-of-office and is not able to reply a resolution email in time before the record is automatically closed. Therefore, we recommend that you add an auto-closure notification email along with commenting and a RESUBMIT action button in the email to remind the end user to open a new interaction if the user is unsatisfied with the provided solution.
Performance consideration
For better performance on processing inbound emails, the administrator can adjust the following two settings in System Administration > Ongoing Maintenance > Smart Email > Settings to specify the number of SmartEmail processors and background schedules.
- Number of SmartEmail processors
- Number of schedules per SmartEmail processor
For benchmark information and recommendations, see the Service Manager Deployment and Sizing Guide.
