Searching the Knowledge Bank in Self Service Portal
While you are logging a call, the Suggested Knowledge feature, if enabled, will spontaneously present related knowledge articles as you complete the details.
While you are logging a call, the Suggested Knowledge feature, if enabled, will spontaneously present related knowledge articles as you complete the details.
You must have Knowledge Bank Search selected in the Options tab of your Self Service Portal Role to access this option.
To perform your Knowledge Bank search, follow these steps:
From the My Options menu, select Self Help and then Search Knowledge Bank.
The Knowledge Search page appears. Complete the details.
Select the article(s) you want to search for. You can select one or a combination of the article type(s).
| Article Number | To search for an article based on the article number, type the number in this field. |
|---|---|
Click to search. Your search results are displayed in a summary format based on the sort option you specified.
If your search does not yield any results, the following message appears “No Results Matching Criteria”.
Select a specific entry to view more information.
Search Text
The field enables you to perform a free text search. The free text search instructs the system to search against the following fields for each knowledge type:
Abstracts: External Reference, Title, Abstract.
FAQs (Frequently Asked Questions): External Reference, Questions, Symptoms, Answer.
Calls: External Reference, Title Description, Solution.
Known Issues: External Reference, Title, Problem, Workaround.
All Words
Select to search for all the words you typed into the Search Text field. Knowledge entries with words that match all the text specified will be returned in this search.
If you search for Network Problems, and select All Words, the system will search for “Network Problems” and return results that contain the phrase “Network Problems”
This option does not take into account the sequence of the words specified. If you want to search for text in a knowledge entry in the sequence you entered them in the Search Text field, use the Exact option.
Any Words
Select to search on any of the words you typed into the Search Text field. Knowledge entries with one or more words that match the text specified will be returned in this search.
If you search for Network Problems, and select Any Words, the system will search for “Network Problems” and return results that contain the word "Network" or the word "Problems".
Exact
Select this option to search for knowledge entries with the word or words specified in the Search Text field. This option will return entries in which the body text contains any or all words as specified in the Search Text field, not necessarily in the same order. Selecting Exact will not retrieve text that has another form of the word or a synonym. For example, if you specify “Join” in text box, the search will not retrieve “Joined” as a match. Note that this type of search does not include an exact phrase search. To search for an exact phrase, the words for which you are searching must be specified within quotation marks.
Related
Select to search for Knowledge entries that contain synonyms or words that are similar to the text entered in the Search Text field will be returned in the search. For example, if you specify the search text as “Cloning”, the search will locate entries that have any form of the search text, such as “clone” and “cloned”.
Regular Expressions
Select this option to search for knowledge entries with regular expressions associated with the words specified in the Search Text field. Regular expressions include 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 the database engine you are using: SQL Server or Oracle. Regular expressions are limited to searching for individual words and therefore exclude any punctuation and white space specified in the search text. The following wild card characters are supported for SQL Server and Oracle:
% - To search for any string of zero or more characters.
_ - To search for any single character.
[] – Any single character within the specified range. For example, the range [a-f] or the set [abcdef].
[^] – Any single character not within the specified range. For example, not in the range [^a-f] or not in the set [^abcdef].
Entry Type
Select an entry type from the list. This entry list is based on the article(s) selection.
Profile Type
Select an article profile type from the list. A sub-profile list appears if it is defined. Select a sub-profile from the Sub-Profile list.
Service
Select a service from the list.
Type
Select a Problem type from the list. A lower type tier appears if it is defined. Select a sub-type from the Sub-Type list.
Updated Since
You can use this field to instruct the system to search for articles that have been updated or created since the date you specified.
Sort By
Select a sort option from the Sort By list. There are three options:
| Profile | Sorts the matched results based on the profile |
|---|---|
Most Recent
Sorts the matched results by chronological date order starting with the most recent date
Search Score
Entries within the Knowledge Bank are assigned a search score based on the accuracy of the entry. The more search criteria the entry matches, the higher the search score. This can provide you with an indication on the relevance of the article based on your search criteria.