In-context knowledge searching

In-context knowledge searching helps analysts to access relevant information directly from the process they are working on, either manually or automatically.

Manual knowledge searching

Selecting some text on a process window and then clicking above the window searches for the selected text. If you have not selected any text, all of the searchable text on the current window is searched for. The results appear on a new tab.

Background knowledge searching

Your Web Desk may have been configured to search for relevant knowledge information automatically when you move away from a field. This is known as background searching.

For information about setting up background searching, see Configuring background searching.

When you move away from a field configured for background searching, the application searches the knowledge database for the contents of the field. A popup then appears at the bottom of the page that reports the number of results found. Clicking the link in the popup displays the results on a new tab.