Navigate the UI

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Chat Button in Service Manager Service Portal

The chat button embedded in Service Manager Service Portal and its various statuses are illustrated in the following screenshots:

Status	Description
	Displays a swirling ellipsis when the system is loading to launch Service Manager Service Portal Chat.
	Displays the initial status of the chat button. You can click this button to start a chat. See Chat with a Service Desk Agent for more information.
	When the End User Chat window is minimized, displays a flashing ellipsis if you are waiting for a Service Desk agent or a Sage to join the chat.
The Service Desk agent's photo / the virtual agent's photo	When the End User Chat window is minimized, displays the photo of the Service Desk agent or the Sage who has accepted the chat request.

Status

Description

Displays a swirling ellipsis when the system is loading to launch Service Manager Service Portal Chat.

Displays the initial status of the chat button. You can click this button to start a chat. See Chat with a Service Desk Agent for more information.

When the End User Chat window is minimized, displays a flashing ellipsis if you are waiting for a Service Desk agent or a Sage to join the chat.

The Service Desk agent's photo / the virtual agent's photo

When the End User Chat window is minimized, displays the photo of the Service Desk agent or the Sage who has accepted the chat request.

Chat window

The default Service Manager Service Portal chat window is illustrated in the following screenshot:

Note Depending on the customization in Service Manager, this window may consist of additional fields, check boxes, and drop-down menus.

Callouts	Component	Description
1	Minimize button	Click to minimize the chat window. To restore the chat window, click the chat button again.
2	Close button	Click to leave the chat.
3	Text input area	Type your question in this area.
4	Start chat	Click to start chat after you have typed your question in the text input area. When you are waiting for a Service Desk agent or a virtual agent to join the chat, this button changes to Cancel Chat and enables you to cancel your chat request.

Callouts

Component

Description

Minimize button

Click to minimize the chat window. To restore the chat window, click the chat button again.

Close button

Click to leave the chat.

Text input area

Type your question in this area.

Start chat

Click to start chat after you have typed your question in the text input area.

When you are waiting for a Service Desk agent or a virtual agent to join the chat, this button changes to Cancel Chat and enables you to cancel your chat request.

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