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.
Search for | Example | Results |
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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. |
Search for | Operator | Example |
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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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- Contribute and Approve Knowledge Document (ST 7.1)
- Create a knowledge document
- Link a knowledge document to another
- Preview and view a document
- Submit a document for approval
- Contribute hot news
- Create a working copy of a knowledge document
- Create knowledge from an interaction, incident, problem, or known error
- Notify service subscribers of the publication of a document
- Edit a document in place
- Add feedback to a knowledge document
- Submit a document for revision
- Submit a document for review
- Accept a document
Add feedback to a knowledge document
User roles: All users
A default Knowledge Management security profile allows users to search and view externally published knowledge documents for those documents in categories to which the profile has access. Users can also submit feedback on these documents.
To add feedback by using Published Documents, follow these steps:
- Click Knowledge Management > Published Documents.
- Select the document from the document list.
- Click Add Feedback.
- Type your feedback in the text box.
- Select Useful or Not Useful.
- Click OK.
To add feedback by using Search, follow these steps:
- Click Knowledge Management > Search Knowledgebase.
- Type the topic or phrase that you are searching for.
- Click the hyperlink for the document in the search results list.
- Click Add Feedback.
- Type your feedback in the text box.
- Select Useful or Not Useful.
- Click OK.
To add feedback by using the Pending Documents queue:
- Click Knowledge Management > Pending Documents.
- Select the document record in the queue.
- Select the Feedback tab.
- Click Add.
- Type your feedback in the text box.
- Select Useful or Not Useful.
- Click OK.