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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- Report Descriptions and Usage
Knowledge Management Reports
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Report name |
Business user |
Description |
|---|---|---|
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Service Management process managers, IT Management team |
This report gives the user a breakdown of administrative document activities within Knowledge Management, for a given period of time. |
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Service Management process managers, IT Management team |
This report gives the user an overview of all knowledge documents broken down by document type. |
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Service Management process managers, IT Management team |
This report gives the user an overview of knowledge document usage highlighting documents that were viewed and documents that were used as solutions, broken down by source. |
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Knowledge Management Usage by Department (for SD Interactions) |
Service Management process managers, IT Management team |
This report gives the user the ability to review, for a determined period, a breakdown by department of closed Service Desk interactions that used a Knowledge Management document for a solution. |
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Service Management process managers, IT Management team |
This report gives the user the ability to view the number of Employee Self-Service (ESS) searches for a given time period. |
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Self-Service Escalated Knowledge Management Search Escalation |
Service Management process managers, IT Management team |
This report enables the user to view, for a given time period, the number of ESS searches that result in opening interactions. |
