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
|
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 |
|
|
| Either word in a topic |
|
|
| 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
|
| A combination of search types | ( ) parentheses |
|
Knowledge Management sample data
The following table provides an overview of the out-of-box sample data for Knowledge Management users. It specifies the knowledge groups, profiles, and document categories each user is associated with or has access to. These data demonstrate how knowledge groups, security profiles, and document categories interact to manage user access to knowledge documents.
| User | KM Group | KM Profile | Document Categories |
|---|---|---|---|
| Amanda.Admin | HR KCS III | KCS III | HR |
| Harry.Incident, Clark.Change, and Rick.Problem | HR VIEWER | INTERNAL USER | HR |
| all operators with user role: incident manager, incident coordinator, problem manager, problem coordinator, change manager, change coordinator, and change approver | KCS III for Service Manager group | KCS III | Service Manager |
| all operators with userrole: incident analyst, problem analyst, change analyst | KCS II for Service Manager group | KCS II | Service Manager |
| all operators with userrole: service desk agent | KCS I for Service Manager Group | KCS I | Service Manager |
| all operators with userrole: self service | Service Manager External Viewers | DEFAULT | Service Manager |
| KM 3 | KCS III for KM Group | KCS III | Service Manager > Knowledge Management |
| KM 2 | KCS II for KM Group | KCS II | Service Manager > Knowledge Management |
| KM 1 | KCS I for KM Group | KCS I | Service Manager > Knowledge Management |
The following table lists the out-of-box document categories.
| Service Manager | ||
| Knowledge Managemen | ||
| Knowledge Centered Support (KCS) | ||
| Document Maintenance and Lifecycle | ||
| Support | ||
| Change Management | ||
| HR | ||
| Benefits | ||
| Policy |
Related topics
