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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- Knowledge Management administration
Knowledge Management integrations
Knowledge Management integrates with Service Desk, Incident Management, and Problem Management to help meet your business needs. When Knowledge Management is integrated with each of these Service Manager modules, users can do the following:
- Starting at Service Desk, users responding to an Interaction record can search for similar interaction records with solutions.
- Users updating Incident records can search for similar issues with solutions in the knowledgebases.
- When working on Problem records, users can perform the following tasks:
- search for similar problems, incidents, known errors, or knowledge documents
- use the resolution from an existing resolved issue in a knowledgebase as a solution for the problem
- use the information from a problem resolution to create a new knowledge document
Related topics
Knowledge Management record mapping
Knowledge Management integration with Service Desk Interaction
Knowledge Management integration with Incident Management
Knowledge Management integration with Problem Management
Search for a solution
Create knowledge from an interaction, incident, problem, or known error
