Using knowledge search to resolve requests
To search the knowledge base for request resolutions
- From a browser, open the Request Entry console.
- Enter a keyword (for example, Printer or Pr%) in the Search field, and click the Search icon.
The search results list articles and requests that match your criteria. Long lists are paginated. Click More to view the expanded search view. The pagination drop-down menu displays the range of articles, and you can select the range that you want to view. - Click the title of the knowledge article that you want to view.
Optionally, you can submit feedback on the article to indicate whether the information was helpful. You can also rate the article and enter additional feedback in the Comments field.
Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*