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.
Search for | Example | Results |
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A single word | cat
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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 |
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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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Navigate the UI
This topic introduces the UI components of Service Manager Service Portal Chat.
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 |
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Displays a swirling ellipsis when the system is loading to launch Service Manager Service Portal Chat. | |
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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 |
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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. |