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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Access Knowledge Management reports
Applies to User roles: KM Admin
The Reporting tool in Service Manager provides a number of out-of-box reports on the knowledge data in your system. You can view these reports through dashboards named Knowledge Overview (Global), Knowledge Admin (Global) and Knowledge KPI (Global). You can also create your own dashboards to display other reports of your interest.
To access Knowledge Management reports, follow these steps:
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Click Knowledge Management > Knowledge Overview. The Knowledge Overview (Global) dashboard is displayed.
Click Knowledge Management > Knowledge Admin. The Knowledge Admin (Global) dashboard is displayed.
Select Knowledge KPI (Global) from the dashboard drop-down list on the toolbar. The Knowledge KPI (Global) dashboard is displayed.
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Modify the dashboard as needed:
- To add content to the dashboard, click Add Content on the toolbar.
- To remove a report from a dashboard, click X on the report window.
- To change the position or size of a report, drag-and-drop the report window or the border or corner of the report window.
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Add your own dashboards as needed. For details, see Create a dashboard.
Your custom dashboards are added to the dashboard list on the toolbar of the dashboard page.
Tip You can click Export to export the reports on a dashboard to PDF format.
- Click the Open dashboard settings icon on a dashboard to set its properties, or click the Set as Default Dashboard button to set it as your default one.
