From Cerberus Helpdesk Wiki

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.

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.

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.

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