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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End User Chat
Being an indispensable part of Service Manager Collaboration, End User Chat is a self-service solution which operates seamlessly with Service Manager Service Desk. By clicking the chat button in either the Service Manager Service Portal or the Employee Self-Service (ESS) portal, end users can communicate with either a virtual agent or a Service Desk IT agent in real-time to quickly address the service requests and support requests as they arise. Service Manager Process Designer Assignment rule settings streamline the End User Chat process and automatically route the chat requests to a right Service Desk assignment group. The End User Chat virtual agent1Your enterprise must own a Micro Focus Smart Analytics license and set up Smart Analytics. simulates the way a human being responds to a question by suggesting Knowledge Management document links and Service Catalog item links or automating common cases. Therefore, the end users can receive prompt, concise answers when they need them the most.
Note To use End User Chat, you must install and configure Service Manager IT Collaboration first. For the related concepts and detailed instructions, see Install Service Manager Collaboration.
