From Cerberus Helpdesk Wiki

[edit] Fetch & Retrieve

To get to Fetch & Retrieve, click 'helpdesk setup' then the 'Fetch & Retrieve' tab. Note: Fetch & Retrieve has been replaced with Google Custom Search, and Fetch & Retrieve is no longer available in the ticket interface. You can still use Fetch & Retrieve in the Support Center and under 'Research', but it is recommended to use Google Custom Search instead.

[edit] Topics

Topics are used to logically group several resources together. For example, if your company offers two products, each one should probably have it's own topic.

• add new topic: Clicking this link will refresh the ‘edit’ pane on the right side of the screen, so you can add a new topic.
• [clicking on an existing topic]: Clicking on any of the existing topics will refresh the ‘edit’ pane on the right side of the screen so you can edit your existing topics.
• Name: The name of the topic. This could be the name of your product.

[edit] Resources

Each resource is associated with a topic. A resource is something that Fetch & Retrieve will search when a worker or user does a Fetch & Retrieve search. You can setup a resource for your blog, forums, or even Google!

• add new resource: Clicking this link will refresh the ‘edit’ pane on the right side of the screen, so you can add a new resource.
• [clicking on an existing resource]: Clicking on any of the existing resources will refresh the ‘edit’ pane on the right side of the screen so you can edit your existing resources.
• Name: The name of the resource.
• Search URL: The URL you wish searches to be passed to. #find# in the URL will be replaced with the text of the search.
• Topic: The topic you wish to associate this resource with.

---