Knowledge Articles

Concepts

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

You can browse Service Manager Service Portal knowledge and support articles. Scroll up and down a list of articles to browse, search by keyword, and sort or set filters to customize the display. When you scroll through the list and reach the bottom, more articles, if available, will be fetched and added to the end of the list.

Tasks

Open a Knowledge Article

Access the knowledge article library from the Knowledge tile in the Service Manager Service PortalLaunchpad. This navigates to the Knowledge tab of the Request Support view.

Scroll up and down to browse knowledge articles, search by keyword, and sort or set filters to customize the display. More information on these actions follow.

When you find an article you are interested in, click on it to display the Article Details view. In addition to the body of the article, you'll find information such as the document ID, author, creation date, and more. See View Article Details for more information.

View Support Articles

Because users often search knowledge articles for answers before submitting a support request, knowledge and support articles can both be accessed from the Request Support view you are directed to when you launch the Knowledge app. Click on one of the following tabs to navigate to the type of articles you wish to view.

Knowledge - Knowledge articles available to you. This tab is automatically selected when you launch the Knowledge app from Launchpad.

Support Catalog - Support items found in the Service Manager Service Portal support catalog

Search Articles

Enter text in the search filter to locate articles whose names contain the specified keyword or string. See IDOL Search Quick Tips under Searches for tips to improve your search results.

Sort Articles

To change the order in which articles are displayed, use the drop-down list on the right side above the list to sort by newest, oldest, relevancy, alphabetical, or reverse alphabetical.

Filter Articles

If you've selected the Support Catalog tab, refine the results displayed by selecting a Category. Expand or collapse a category by clicking the arrow, if present, next to a category name.

Tip If you do not find a solution in the knowledge articles library, you can open a support request. See Open a Support Request.