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.
|A single word||
||Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".|
You can specify that the search results contain a specific phrase.
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.
Two or more words in the same topic
|Either word in a topic||
|Topics that do not contain a specific word or phrase||
|Topics that contain one string and do not contain another||
|A combination of search types||
- IR Expert
- What is Knowledge Engineering?
- Standard record lists and IR Expert
- Database Dictionary and IR Expert
- IR query features
- Using IR Expert to create a query
- Searching the central Knowledge Base
- Promoting or discarding a solution candidate
- IR Expert tasks
- Special considerations for using IR Expert
- How IR Expert evaluates documents for relevance
- IR Expert scirexpert file
- Creating an IR file
- Updates to IR files
- IR keys and non-IR keys
- Find Solution
- Customizing IR Expert
- Chinese, Japanese, and Korean language analyzer
- IR Expert file descriptions
What is Knowledge Engineering?
Knowledge Engineering describes the process to develop and enhance the Knowledge Base used by IR Expert. The application provides several knowledge tools to users, including a centralized knowledge database and solution candidates.
The centralized Knowledge Base unifies data in other knowledge bases, such as KnowledgePak, and probcause files, by replicating it into a central knowledge file, called core. You can add new knowledge directly to the central Knowledge Base, or add it to the individual knowledge bases. As you add records to individual databases, Service Manager automatically replicates their contents into the core knowledge file.
When you close incidents or service desk interaction records, you can mark the records as solution candidates. For information on marking an incident as a solution candidate, see the related topics. Relevant information from these solution candidates is extracted into a candidate file, called protocore. Knowledge engineers review the data submitted as candidates. They can discard the data, or modify it and promote an incident and solution into the core knowledge file.