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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Use the data distribution analysis tool
In a Smart Ticket configuration, on the Training Optimization tab, the Source Data Coverage parameter has a default value of 90, which means 90% of the total source data records are used to build a classification system.
The default value of 90 is the recommended value, which means with 90 percent of the training samples, the system can capture the best description of your data to build the intelligence, which will be used to categorize new tickets later. However, it may not always work well for all customer scenarios, and this is where the data distribution analysis tool can help. The data distribution analysis tool can help you visualize your tickets distribution among all of your categories, and render the results in descending order.
