The Knowledge Library uses the Google search engine.
To use, simply type in the word or phrase that you wish to find and click search. If you use more than one word Google will look for articles which contain all of the words you've searched on.
If you've used a common search term it will only return the first one thousand articles. You can narrow down the search results by clicking on the relevant 'Filter by' category in the left-hand pane.
Search results can be ordered either by date (most recent article first) or rank (most relevant article first). Toggle between the two by using the options under the Search box.
Google uses more than one hundred different algorithms to find and sort the results. It is also a self learning system, which will lead to an improvement in search results over time. For example, if users frequently click the fourth result more than the top three, this result will move higher up the search ranking.
This gives you the ability to search on an exact phrase to exclude a word from your search results or to do a search on any word in the list of terms. Simply click on the "Advanced Search" link under the main search box and choose your options.
If you know the reference of the article you are looking for, just type it in the box. If you're not sure of the prefix e.g. DWN or TEC, you can solely type the number and the article will still be found.
Search for a service call
If you are searching for a service call, the right place to look is the My Support Calls tab on the Support homepage. In the right-hand pane of the My Support Calls tab, enter the service call number in the View Call box and click Go. The service call will now open and you can view and update the call notes.