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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View Smart Email reports
Applies to User roles: IT manager
The Reporting tool in Service Manager provides four out-of-box reports for Smart Email. You can view these reports through a dashboard named Smart Email Overview (Global).
To view the Smart Email reports, following these steps:
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Click System Administration > Ongoing Maintenance > Smart Email > Smart Email Overview. The Smart Email Overview dashboard is displayed.
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View the reports on the dashboard. The following table describes the out-of-box reports for Smart Email.
Report Description Chart type Email interactions resolved using email vs. email interactions resolved using SM client This report compares the number of email interactions that are resolved through email and by using SM client during within six months.
Vertical bar Average resolution time for email interactions vs. average resolution time for other interactions This report compares the resolution time for email interactions and the resolution time for other interactions within six months.
Line Customer satisfaction of email interactions within 6 months This report indicates customer satisfaction of email interactions within six months based on the analysis of the surveys from email records. It shows the average score of each survey questions for the surveys.
Line First-contact resolution rate of email interactions This report shows the rate of email interactions that are closed at first contact. Number In the dashboard, a "Hot Topic Analytics for Email Interactions" section is also displayed. You can view the hot topics for email interactions if Smart Analytics is enabled.
