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.
"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.
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
cat ^ mouse
|A combination of search types
( ) parentheses
- Knowledge Management overview
- Knowledge Management profiles
- Adaptive learning
- Searching the knowledgebases
- Knowledge Administrator role
- Knowledge-Centered Support (KCS)
- Knowledge Management statistics tracked in the kmusagehistory table
- Knowledge Management sample data
Searching the knowledgebases
When searching the knowledgebases, you can either perform a basic search where you search for a text string or an advanced search where you can provide several search parameters. When you perform an advanced search, you can specify the knowledgebases and the document categories to search. You can also specify a set of filtering parameters, such as exact phrase and creation date. After doing an initial search or advanced search, you can then search within the search results.
Each of the knowledgebases has different fields that are indexed for searching, so when you search a knowledgebase, provide search parameters that match the fields in the knowledgebase. For example, the knowledge articles have a title and author field. When you view an Incident record, the out-of-box system displays the Incident record number, description, and solution for closed incidents.
If your Service Manager uses the SOLR search engine, the out-of-box system includes five separate knowledgebases that can be searched collectively or separately, depending upon what information you are searching for. In addition to making your search more efficient by specifying a knowledgebase, it is also best to search with a limited number of document categories. When you search, your log-in profile determines what information you can search and view. If your Service Manager uses Smart Analytics as the search engine, you can perform cross-module search from selectable sources inside and outside of Service Manager. For more information, see Use Smart Search as a general search tool.
You can use the Knowledgebase Maintenance feature to add additional knowledgebases for searching. These knowledgebases are created from a table in Service Manager(sclib) or by using web crawling to browse and index an external web site (weblib).