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". |
|
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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Knowledge Management user roles
KCS I
The KCS I user role has the following responsibility:
- Contribute new knowledge articles
To execute this role, the KCS I has the following tasks available:
Note For an overview of how these tasks fit in the Knowledge Management workflow, see Knowledge Management workflows and tasks.
| ITIL Workflow | Task |
|---|---|
| Contribute and approve knowledge document (ST 7.1) | |
| Search, view and utilize knowledge document (ST 7.2) |
KCS II
The KCS II user role has the following responsibilities:
- Contribute new knowledge articles
- Approve articles for internal audiences
To execute this role, the KCS II has the following tasks available:
Note For an overview of how these tasks fit in the Knowledge Management workflow, see Knowledge Management workflows and tasks.
| ITIL Workflow | Task |
|---|---|
| Contribute and approve knowledge document (ST 7.1) | |
| Search, view and utilize knowledge document (ST 7.2) | |
| Maintain and continually improve knowledge (ST 7.3) |
KCS III
The KCS III user role has the following responsibilities:
- Contribute new knowledge articles
- Approve articles for internal audiences
- Approve articles for external audiences
To execute this role, the KCS III has the following tasks available:
Note For an overview of how these tasks fit in the Knowledge Management workflow, see Knowledge Management workflows and tasks.
| ITIL Workflow | Task |
|---|---|
| Contribute and approve knowledge document (ST 7.1) | |
| Search, view and utilize knowledge document (ST 7.2) | |
| Maintain and continually improve knowledge (ST 7.3) |
