Monday, May 25, 2009

HEAT: World Wide Knowledgebase

A client asked: We copy and paste our Call Description into Google, to search for solutions, all day long. Isn't there a way to automate this?

Yes, there is. A detailed explanation is outlined below. The process gives an analyst the ability to search Google using the error message or any other information typed in the Call Description field.

To implement this functionality:

* Create a new autotask using the Run a Program action.

* In the Filename section, insert the following text:
http://www.google.com/search?hl=en&ie=UTF-8&oe=UTF-8&q={|CallLog.CallDesc]}

* Because of the copy/paste function, you may need to re-insert the {|CallLog.CallDesc} field in the string after pasting (Hint: use the Token Editor):

* Connect this AutoTask to a toolbar icon or a button on the form.

When the analyst fills out the Call Description and clicks the button or icon, Google will search the internet for information related to the contents of the Call Description field.

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