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 |
|---|---|---|
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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 integration with Service Desk Interaction
Knowledge Management integrates with Service Desk so that users responding to an Interaction record can search for similar interaction records with solutions. The knowledge search uses the description by the Service Desk user to search for the knowledgebases for similar interaction records with solutions. When searching for knowledge, Knowledge Management uses fields defined in the integration mapping for searches.
The search results display a list of relevant documents. The user can view each document and then has the option of using the text from one the documents as a resolution for the original Interaction record. If the user chooses to use a solution, the system automatically populates the resolution field in the Interaction record with data from the field mapped to the resolution field. The Use Solution option is available from knowledge documents and knowledge candidates with a workaround or resolution.
Note If the knowledge document is a working copy of a published document, the Use Solution button does not appear because the system views it as a temporary document. However, you can usually find the published version in the hitlist and use that as a solution.
In addition to searching for knowledge, the out-of-box mapping allows those users with appropriate privileges to create solutions and author knowledge documents from resolved Interaction records. For example, if in your search you find a knowledge document that includes in the description a resolution for the call, you can select the Create Knowledge option to begin authoring a new knowledge document. The field mappings for the knowledgebase determine which fields in the knowledge document are populated with data from the record.
Related topics
Knowledge Management record mapping
Search for a solution
Create knowledge from an interaction, incident, problem, or known error
