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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Chat with a Virtual Agent
When a Service Manager system administrator has properly configured and enabled the virtual agent, you can firstly obtain support from a virtual agent by using End User Chat. However, if the answers from a virtual agent is not satisfactory, you are still able to chat with a live Service Desk agent.
Follow these steps:
- Click the chat button to open a chat window.
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Fill in all mandatory fields, and then click Start Chat. A virtual agent will join the chat and send you greetings.
Tip If you have submitted a ticket before the chat, you can specify the ticket from the Previous Support Ticket ID drop-down list. In this case, the chat will be directly routed to a Service Desk agent.
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Type your questions or issues, the virtual agent performs Smart Search based on your access rights and provides you several links that are relevant to your question. If your IT agent has configured the related libraries in the virtual agent settings, these links may include Knowledge Management document links, Service Catalog item links, other knowledge resource links such as SharePoint pages, documents on a file system, or web pages from external libraries. Click the links to view the content in the Service Manager Service Portal window.
Note You can only view a KM document in the chat window if this KM document has an OO flow linked. In this case, the system may prompt you to fill in some parameters for the OO flow. Click Submit to launch the OO flow and you will get the returned result in the End User Chat window.
Tip You can type #menu to display an option menu. The out-of-box menu displays the following options:
Please type the number before an option to continue 1 - List three most frequently asked questions 2 - List three hot news 3 - Update my account information
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If the virtual agent addresses your question correctly, type Yes. The virtual agent will inquire of another question. Type Yes to describe another problem, or type No to close the chat.
Otherwise, If you cannot find an appropriate answer, type No and the virtual agent inquires whether to transfer you to a live chat. Type Yes to switch to live support from a Service Desk agent, or type No to close the chat.
Tip At anytime during the chat, you can click Live Chat with Agent on the chat window to switch to live support from a Service Desk agent.
Tip Click Submit a Request in the chat window to submit a support request if your chat request is time out or no live chat assignment group is currently available.
