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 |
|---|---|---|
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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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Self-Service Knowledge Search History
Description
The Self-Service Knowledge Search History report breaks down all Knowledge Management (KM) searches by two search types: ESS search and non-ESS search. This report contains a graphical representation of the search numbers using a pie chart. You can double-click any piece of the pie to display a detailed breakdown of that search type by user ID and search date, etc.
Customer Value
This report provides a comprehensive overview of the number of Knowledge Management searches. The process managers and the IT management team can use the information of the report to identify knowledge articles for ESS and non-ESS searches. This information can then be used by the KM Manager to determine if extra resources and additional trainings are needed by certain departments.
