BCM Service Desk Express

Searching the Knowledge Base

SDE contains a knowledge base of common problems and questions and their solutions. You can search this resource for answers to your own questions or to learn how to do a specific task.

Performing a Quick Search
Searching by Category
Performing an Advanced Search

Performing a Quick Search

Open Service Desk Express
Select the Knowledge Tools tab
OR
In the Task pane, in the Tips section, click KNOWLEDGE TOOLS
OR
In the Content area, click CONDUCT A KNOWLEDGE SEARCH
Verify that Knoweldgebase Home is selected
In the Search for text box, type keywords related to your search
Click GO
The results appear ranked by score.
To view a document, click its title

Searching by Category

Open Service Desk Express
Select the Knowledge Tools tab
OR
In the Task pane, in the Tips section, click KNOWLEDGE TOOLS
OR
In the Content area, click CONDUCT A KNOWLEDGE SEARCH
Verify that Knoweldgebase Home is selected
In the Search for text box, type keywords related to your search
Click SEARCH BY CATEGORY
The Quick Search box expands.
From the Category pull-down menu, select a category to search
To further narrow your search, from the cti.item.Type pull-down menu, select the appropriate option
NOTE: Options will vary based on category.
To further narrow your search, from the cti.item.Item pull-down menu, select the appropriate option
NOTE: Options will vary based on selections made to this point.
Click GO
The results appear ranked by score.
To view a document, click its title

Performing an Advanced Search

The Advanced Search pane allows for very specific searching based on combinations of keywords or exclusion of certain words.

About the Advanced Search Pane

Using one or more of the options in the Advanced Search pane can help narrow your search and improve the applicability of results. Following is an explanation of the options available.
Advanced Search pane

Any of these words
means “OR”.
EXAMPLE: Typing printer scanner will return results for printers, for scanners, or for both.

None of these words
means “NOT”.
EXAMPLE: Typing FAX will exclude results that contain information on FAX.

All of these words
means “AND”.
EXAMPLE: Typing clear printer jam will return results that contain all of these words, although not necessarily found as a phrase.

Containing the phrase
means the words must be found together as a phrase.
EXAMPLE: Typing HP LaserJet 5100 printer will return results only when those words are found together as a phrase.

Environment
means Windows or Macintosh.

Document Type
means you can select the format of the results that you prefer.

To perform an advanced search:

Open Service Desk Express
Select the Knowledge Tools tab
OR
In the Task pane, in the Tips section, click KNOWLEDGE TOOLS
OR
In the Content area, click CONDUCT A KNOWLEDGE SEARCH
Select Knoweldgebase Advanced
Complete the Advanced Search pane as appropriate
For information on options, refer to About the Advanced Search Pane.
Click GO
The results appear ranked by score.
To view a document, click its title