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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- Contribute and Approve Knowledge Document (ST 7.1)
- Create a knowledge document
- Link a knowledge document to another
- Preview and view a document
- Submit a document for approval
- Contribute hot news
- Create a working copy of a knowledge document
- Create knowledge from an interaction, incident, problem, or known error
- Notify service subscribers of the publication of a document
- Edit a document in place
- Add feedback to a knowledge document
- Submit a document for revision
- Submit a document for review
- Accept a document
Link a knowledge document to another
Applies to User Roles:KCS I, KCS II, KCS III, KM Admin, System Administrator
The Knowledge Management module allows you to link related knowledge documents to each other. You can link a published document to another published document or a new document. You can do so when editing a published document.
To link a published knowledge document to another knowledge document, follow these steps:
- Navigate to Knowledge Management > Published Documents. The Search Knowledge Documents page is displayed.
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Do either of the following:
- In the Document ID field, type the document ID, and then click Search. The document that you want to link to another document is displayed.
- If you do not know the exact document ID, you can also fill in any of the other fields on the search form such as Title, Summary, Author and Associated Service, and then click Search. A list of published documents that meet your search criteria is displayed. Click the document that you want from the list.
- Click Edit.
- Click the Related Records tab.
- In the Link Type field, select Related Knowledge.
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If you want to link the document to another published document, click Link Existing Knowledge. A form is displayed, allowing you to link the document to another document published internally or externally. Associate the documents in either way:
- Directly enter the document ID, for example "KM0110", and then click OK.
- If you do not know the exact document ID, click Search. In the search form that is displayed, enter your search criteria and then click Search. From the search results, select the document ID that you want. The selected document ID appears in the form. Click OK.
On the Related Records tab of each document, a link to the other document is added.
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If you want to link the document to a new document, click Link New Knowledge. Select a document type to create a new document. Fill in the document form as needed. For details, see Create a knowledge document. Then, on the Related Records tab of each of the two documents, a link to the other document is added.
Once the new document is published, a link to the other document is also displayed under the Related Documents section of both of the two documents when users browse knowledge documents.
To unlink a document from another document, select the document from the Related Records tab, and then click Unlink Knowledge. Service Manager removes the links from the Related Records tabs of both documents respectively.
Related topics
Tips for searching the knowledgebases
Searching the knowledgebases
Search engine relevance ranks
