Viewing Knowledge Entries
If you are searching for an answer to a question or problem, use the Knowledge Search window or the Quick Search to view the knowledge entry.
Last updated
If you are searching for an answer to a question or problem, use the Knowledge Search window or the Quick Search to view the knowledge entry.
Last updated
There are three ways in which you can view knowledge entries:
Via the Knowledge Search window
Via the Quick Search on the toolbar
Or via the Knowledge Admin Search window.
The first two methods open the Knowledge Entry window which is in 'reading' mode. The third method opens the Knowledge Entry Details window which is in edit mode.
Use the Knowledge Admin Search window if you need to update, moderate, or delete knowledge entries, or to find knowledge entries that are deleted or in draft. You will also find additional information about knowledge entries in the Information Panel, using this search.
To the far right of the toolbar is the Quick Search box:
From the Quick Search menu, enter the knowledge article number and press Enter. A list of all entities in the system matching that number will appear. Select the Knowledge article you want to view.
Select ≡ > Search > Knowledge Bank.
The Knowledge Search window has two panes. The Search Criteria pane is on the left where you enter search options. The main pane on the right displays the results of a search.
Select your search criteria in the Knowledge Search Criteria pane on the left.
The Options section contains fields that allow you to search on the following criteria:
The available Article types will depend on what has been enabled in System Administration.
All
Select to search for all types of knowledge entries.
Abstract
Select to search for entries that have the type set to Abstract
Call
Select to search for entries that have the type set to Call.
Directory
Select to search for entries that are Directory type
FAQ
Select to search for entries that have the type set to FAQ.
KCS
Select to search for KCS knowledge entries.
Known Issue
Select to search for knowledge entries that are Known Issues.
Website
Select to search for knowledge entries that are websites.
Order By
Select an option from the list to specify how your search results will be displayed. The search results are sorted and displayed based on the option selected. You can order your search results by Search Score, Rating, Most Recent or Profile.
Include Deleted Field Values
Select to include deleted values in the search criteria fields, that is, to search for a knowledge entry based on a value that may have been deleted. For example, if an Analyst who created a knowledge entry was deleted from the system, selecting this option adds the Analyst’s name to the list of people you can select in the Created By search field.
The Knowledge Article Criteria section contains fields that allow you to search on the following criteria:
Created By
Start typing to search for the Analyst who created the knowledge entry and use this person as the criteria for your search
Search Text
Select this criterion to search for Knowledge Entries by typing in words or text the entry may contain.
When you perform a knowledge search from a call, the call description is copied into the Search Text field, although the Search Text field itself is not selected as a criterion by which to search. This is by design, since running a search with a large number of words in the Search Text field will take a long time and most likely return no results. As such, if you want to use the call description in the knowledge search, you should review the words listed and then select the Search Text field so that it is used.
You can choose to search text in the call, (description text) or the attached objects.
The search returns knowledge entries with regular expressions associated with the search words, including wildcard characters such as an underscore (_) to represent one character or percentage (%) to represent zero or more characters.
Usage of regular expressions is specific to SQL Server. The regular expression wildcard characters that ASM Core supports include:
ASM used SQL server, exclusively. In SQL Server, wildcards are used in text search to allow for flexible pattern matching. The most commonly used wildcard is %, but SQL Server also supports several other wildcards. Here’s an overview of the wildcards supported in SQL Server for text searches:
% (Percent Sign) – Match Any Sequence of Characters
Represents zero or more characters in a search
This will match any first name that starts with “J” (e.g., John, James, Jason).