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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- Incident Management overview
- What is an incident?
- Affected services option for Incidents and Changes
- Submitting an incident
- Alerts and escalation
- Categories
- Posting outages
- Cause codes and probable cause
- Incident Management summary link records
- Incident Management contract management records
- Incident Management and service level agreements
- Incident Management macro list editor
- Incident Management paging feature
- Incident Audit Trail
- Alerts and Escalation
- Field-Level Controls
- Incident record data model
- Incident and Service Request Separation
- User Satisfaction
User satisfaction
The Service Manager survey integration solution allows users to integrate Service Manager applications with the third-party survey solution MarketTools CustomerSat. This solution uses Service Manager extracted data and survey results to produce powerful reports by using the CustomerSat reporting engine.
The Service Manager survey integration solution enables users to survey their customers immediately after their helpdesk experience to achieve the following goals:
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Understand key drivers of satisfaction
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Identify areas for improvement
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Quickly identify and take action to address critical issues
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Hold each employee accountable for the service experience by using feedback metrics to rate agents
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Identify coaching opportunities
The Service Manager survey integration has the following abilities:
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Send out surveys based on Service Desk interactions
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Identify survey recipients based on department, activity with system, time, and other product and demographic options
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Uses Service Manager extracted data and survey results to produce powerful reports and dashboards by using the CustomerSat reporting engine
Related Reference
