Searching the Knowledge Base
After logging a service request from a customer or employee, you can search a knowledge base of previously logged service requests. You can perform a keyword search using the ConText server if the Service:Enable Context Search profile option is set to Yes. You can also specify field values and query the database. The search results enable you to view service request details that match your criteria as well as comments attached to those requests.
Note: You can enter criteria only in the Text Search block, only in the Service Request block, or in both blocks before choosing the Find button. The query results are limited by all the criteria you enter.
To search the knowledge base:
2. Select the operating unit in which your requests were logged.
If you do not select an operating unit, the search returns details for service requests logged in all organizations.
3. In the Text Search block, select a search option and enter keywords.
Any Word: If you enter several keywords, the search results will include any records that contain any of the words.
All Words: If you enter several keywords, the search results will include only those records that contain all of the words (in any order).
Phrase: If you enter several keywords, the search results will include only those records that contain all of the words in exactly the order you enter them.
Expert Mode: You can include ConText operands in your search.
4. Check one or more of the following to indicate where to search: Request Summary, Resolution, Problem, Comments.
5. In the Service Request block, select values for the various fields to limit your search.
7. In the Knowledge Base Search Results window, choose Comments to view comments attached to a service request (if any exist).
See Also
Entering Service Requests
Entering Comments
Expert Mode Search with Oracle ConText
