As you respond to a customer’s question, you might remember answers that address similar issues. Using any of four text searching techniques, you can quickly identify answers to resolve a customer’s question.
To search for an answer:
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To search for answers by type, click the Type drop-down menu and select the Public or Private check boxes or both.
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To filter answers by product, click the Product Hierarchy drop-down menu and select the products you want the returned answers to be associated with.
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To filter answers by category, click the Category Hierarchy drop-down menu and select the categories you want the returned answers to be associated with.
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To select a date range, click the calendar on the left and select a start date. Then click the calendar on the right and select an end date.
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To select a time period, select the Relative check box. Then select the offset and units for the relative date and whether the time period is exact or rounded.
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To filter answers by access level, click the Access Level drop-down menu and select the check boxes for the access levels you want the returned answers to be associated with.
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To search for answers based on content, enter the following field information.
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All search types look for different word forms such as singular, plural, or different verb tenses. All search types use the logical operators + (AND) and – (NOT).The answer’s Summary, Question, Answer, and Keywords fields are searched for matching terms. |
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Select this search technique to search for answers containing words in the phrase or question you type. Multi-word phrases usually produce better search results. |
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Select this search technique to search for answers that contain the words or phrase you type as well as answers containing synonyms for the words you enter. |
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Select this search technique to search for answers with the same pattern of words as the words you type. Only answers containing an identical pattern of words are matched, although the words in matching answers may be separated by stopwords such as a, an, or the. |
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Select this search technique to search for answers containing the complex expression you type. This technique allows wildcard searching using an asterisk (*) at the end of a word or partial word and a tilde (~) before a word to perform a similar phrases search on that word only. For information about special characters in a complex expression search, refer to Using special characters when searching. |
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To limit the number of answers returned from the search, select the Limit check box and type the number of rows in the field.
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To sort answers in a column, click the column heading to toggle between sorting in ascending or descending order.
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To add an answer’s URL link to the response, click Add as Link in the Action column. A link to the answer is included in the response.
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To include the text of an answer in the response, click Add as Text in the Action column. The answer content is added to the response.
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To print the answer, click Print in the Action column. The Print Dialog window opens, displaying the answer as it appears on the end-user interface.
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