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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Searching records
Service Manager enables you to search for records and content in a number of ways.
Advanced Search
Advanced Search enables you to search for a record or group of records in a table. The Advanced Search form enables you to specify a range of search criteria to narrow a search.
Note The tables in which you can perform an Advanced Search depend upon the access rights that you are assigned. For example, if you have limited rights, you may be limited to searches in interaction records or incident records only. However, a system administrator can search most, if not all, tables that are available for record searches.
Quick Search
Quick Search enables you to search for individual records directly from the Service Manager UI. To access the Quick Search search line, click the Command icon on the top right of the Service Manager UI, and then click the Command/Search line toggle button.
Note The Command/Search line toggle button is available in the web client only and is disabled by default.
Smart Search
You can search for content from a range of sources inside and outside of Service Manager by using Smart Search. To access the Smart Search search box, click the Smart Search icon on the top right of the Service Manager UI.
Note The Smart Search icon is displayed only to customers who have Smart Analytics enabled.
Related topics
Search for a record by using Advanced Search
Search for a record by using Quick Search
Search for content by using Smart Search
