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Finding Answers for Service Request Inquiries (End User)

If the possible answers in the Search Results list do not answer the service request inquiry, then you can search for additional answers in Oracle Knowledge. Also, if too many answers appear in the Search Results list, then you can restrict the search criteria to limit the number of answers that appear in this list.

This task is a step in Process of Managing Answers.

To find an answer for a service request inquiry

1. Navigate to the Service screen, then the Service Request List view.
2. Drill down on the SR number (#) field for a selected service request, and click the Find Answers view tab.

   The Search Results list shows the answers in Oracle Knowledge that might apply to the service request inquiry.

3. Search for additional answers by completing the following steps:
   1. (Optional) Click Search Tips (the button with a light bulb) to open a dialog box that contains general information about searching for answers, read the information in the dialog box, and close it.
   2. Type a text string on which to search in the Search field.
   3. Click Search (the button with a Q letter).

      Answers that meet the search criteria appear in the Search Results list.

4. Restrict the search criteria by completing the following steps:
   1. Click Search Config (the button with some tools).
   2. In the dialog box for configuring searches, click Forum or Article to restrict the search results to either forums or articles, select the check boxes for the answer languages to include in the search results, and click Search Q.

      The dialog box closes, and the number of search results can decrease.