WISE Knowledge Tool

CS Global Training
August 2024
Objectives
After completing this training, you will be able to:

• Understand the basic navigation and features of WISE

• Use WISE to find product details and support content
• Understand what types of content are available in WISE and the best ways to find it
• Modify a search with filters, sorting, etc.
• Access and use WISE on a mobile device
What is WISE?
WISE (Web-based Interactive Search Engine)
• Web-based knowledge repository
• Contains HP support content including specs,
images, manuals, support documents, videos, Etc.
• Can be launched from CDAX or a direct URL
• Includes search features with advanced filters
and sorting
WISE Home Page
6 7 8 9 10
The site home page offers a
central location to access
content and resources.
1. Global Search 1 5
a) Advanced Search a

2. PDP Search
3. Product Browser 2

4. External Support Tools

5. Support Resources Toolbar
3
6. WISE home page link 4

7. Favorites
8. Username
9. Business segment selector
10. HP.com link
Content Search
Search is available on any
screen in WISE. Enter a model
1
number and/or some key words.
1. Search Engine 4

2. Search Results Summary 3

3. PDP link (if available)

4. Filters
2
Content Detail
Display the content, certain
content metadata, translated
versions.
1. Content Translations
1
2. Feedback and rate 2
a) Not available for 5
Channel
3. Content Details 3

4. Body of the Content

5. Some content may show 4

alerts
Product Detail Page (PDP)
Access to the PDP is from the
Product menu option on the
site’s header.
1
1. Commercial/Consumer
designation 3 4

2. Product Image(s)
3. Specifications
4. Other Content resources
5. Support Documents and
content 2

5
Series and SKU
Series PDP (links to product browser)
Series and SKU (Cont’d)
SKU PDP (offers specific technical content)
WISE Key Features – Search
 WISE Search
• Performs Global search for all products, content types and categories
• Add a parameter along with a topic or keywords to get product specific search results
• Advanced Search offers filters:
• Boolean
• Product
• Language
• Disclosure level
• Document types
• Date range
 Type ahead
• Start typing a product name and the type-ahead feature will offer common suggestions.
• Type-ahead is only for products and not topic terms like “paper jam”
• Use advanced search to set a different language then use type ahead for language specific results.
 Filters
All content is visible by default.

Clicking any category (such as Product

Documents) will:

1. Filter the results

2. Offer additional filters

• See initial search results based on

original search terms (generating
search results)
• Upon using the radio buttons or filtering
(on the left), your results are limited to
only that category.
• If you do another search with the radio
buttons and filters still selected, they will
remain (and your search will still be
filtered)
 Advanced Search
Set filter parameters before you search

1. Click the dropdown to the right of the search to expand advanced filters. Click Search for a specific
product.
2. Select Language, Disclosure Level, Document Types, Boolean, Product/Platform, and date range.
3. Reset and Save settings
1

NOTE: Advanced search selections only apply to the current search activity
(they will not stick for future searches).
Product context and Content
• Enter a product (best practice: use type-ahead) and
• Search with a product SKU, model number, or series number and get back all content for that product
• Then enter your search terms.
Search Error Code numbers (Printing products)
• Enter a product for context & then enter an
error code
• Preview a few lines of the solution from the
search results
• Also try typing 15* (with an asterisk) to find all
“15” errors
Platform ID (Consumer Computing)
Find content through a product
Platform ID

1. Enter platform
2. Enter search term

2
 Videos from Product Detail Page (PDP)
Under Other Content, click Videos to open a filtered search page
Video search results from PDP
Public videos hosted through YouTube

NOTE: All regions except China.

(Chinese instance of WISE will continue
to be hosted through BrightCove.)
Service Videos (Printing) Available only from WISE

NEW FEATURE: Chaptering is used

in some longer service videos to
make navigation easier.
 Search Tips and Tricks
1. Identify a product first (very important unless you want general results)
2. Identify product using Search Type-ahead
a) Specify product series or model
b) Using Model may refine the results and reduce the number of results
c) Once product is selected, KaaS (Knowledge as a Service) will match content using product metadata
d) Once product is selected, product terms will not be mixed up with topic terms
3. Searching by Doc ID:
a) Searching with a document ID will return the document with that ID usually first or second, and any document containing that
document ID somewhere in the body of the document.
b) Other documents appear if the doc ID is found in the body of the document
4. Search parameters and priority
a) Title – higher relevance
b) Body of doc
c) Frequency of word in document (higher relevance if used more often, even over title)
d) Term is also scored against overall usage of terms in the entire database
e) Distance – how far apart terms are from each other
5. Abbreviations
a) Abbreviations will not return; must use full term
b) If there are terms that need to be abbreviated, they can be added to the synonym list
c) Spec, Specs have both been added, so they will work the same as specifications
WISE Key Features – PDP
Product Detail Page (PDP) – How to Access
1. Direct link from CDAX Case
2. Direct link from WISE search
3. Browse for product SKU in WISE

2
1

3
 Product Browser (1 of 3)
1. Click “…or select your product from
a list” on the WISE home page
2. Select a product family to continue
3. Narrow your selection
2
4. Click an option from Narrow your
selection for further results

1
 Product Browser (2 of 3)
5. Continue to narrow your selection
6. Narrow your selection further and Launch product family PDP, or
7. Continue to specific product SKU

6
5
7
 Product Browser (3 of 3)
8. View product family details, or continue to product SKU PDP
9. Narrow your selection further
10. Select a specific product SKU

10
PDP Features

1. Product Summary 1 4. Specifications

• Name/sku • Product release date
• Consumer /
Commercial 5. Quick Reference
4 5
designation • Supported Countries
• Product
Specifications
6 6. Other Content
2. Product Images • Advisories
• One main image • Guides, Manuals, etc.
• Up to 7 additional • Software-Drivers-
images, if Firmware
2
available • Videos
3. Support Documents 3
• Troubleshooting
• How To
• Product Info
 Search Error Codes on PDP (Printing products)
On the Product Detail
Page (PDP), use the Error
Code Lookup tool for
error message document
search results.

NOTE: PDF documents will not

appear in error code search results.
Hover for more, and Link to HP.com
When text ends with “…”, hover the mouse pointer over Software-Drivers-Firmware link will open hp.com/support
that text to see a pop-up box with the entire text page for this product (external/public URL).
Available Languages
WISE has only a few language-country associations. Depending on where your customer is, you can change the
hp.com country with a larger selection. In 99% of the time, the info (software and drivers) will be exactly the same.

WISE Hp.com

AMS-EN US-EN
AMS-ES MX-ES
AMS-PT BR-PT
APJ-EN SG-EN
APJ-JA JP-JA
APJ-KO KR-KO
APJ-ZH-HANS CN-ZH
APJ-ZH-HANT TW-ZH
EMEA-EN UK-EN
WISE PDP – Prelease products
Content can appear in WISE prior to the product’s introduction date on HP’s public support web site.
Date displayed = date the product is introduced on the web (not the Live CPL date)

A far future date on a

page like this means that
the product is not yet
released

Release date is only

available at the SKU level
WISE PDP – Older Products
The Alert at the top
indicates an old
product with
limited information
available.

The date
(2004/02/02 in this
example) means
that the product is
older than 8 to10
years

Release date is
only available at
the SKU level
WISE Advanced Tips
Show all
Show all is the default, expanding all collapsible sections, making the article 100% searchable. Content
inside collapsed sections is hidden and not searchable from the browser page search (CTRL-F).

Sections are collapsed by default. Show all to expand and search as needed.
Quick Translate for content
Refresh the screen in a different language

Switch around or back to original language as

needed

Does not apply to all content

• Only for non-public support documents
• Does not include process documents
• Does not include CPMD content
Identify Quick Translate enabled content
1. Document with no permanent translations, and with no quick translation
2. Document with no permanent translations, but with some quick translation
3. Document with some permanent translations, but with no quick translation
4. Document with some permanent translations, and with some quick translation

1 3

2 4
Quick Translate, cont’d.
If there are permanent translations, those languages will not appear in the quick translate menu.
WISE Tech Tune-up Podcasts
Search for tune-up
Understanding WISE Documents (PC Examples)
Wise Documents are generally Categorized into three types, Identifying it will help you get better results.

How to Product Specifications Troubleshooting Documents

1. How to find Parts details 1. Overview 1. Pre - Alerts

2. How to Print Configuration Pages 2. Product specification 2. Driver Updates
3. Bios Update 3. Product Features 3. Display issues
4. Replace the printer duplex 4. Components 4. Camera not detected
accessory 5. Printer views 5. Firmware issue
5. How to Update drivers 6. Printer specification 6. Printing issues
6. How to replace a part 7. Illustrated parts Catalog 7. CPMD
7. Removal and replacement 8. Statement of Volatility 8. Device Manager issue
WISE Documents (Specific vs General)
Best Practice: Identify Product Specific Documents Vs General Documents for multiple devices

Specific to one issue and one product (Series) General documents cover more than one product

1. HP EliteBook 840 G7 Notebook PCs - Left Shift key may 1. HP Commercial Notebook PCs - After installing audio driver a
become stuck - c07030667 duplicate audio control icon may display in the system tray -
c07022812
2. HP LaserJet Enterprise 500 Color MFP M575 - 13.B2.A2,
13.B2.D2 jam error tray 2 c05187377 2. HP PageWide Pro, HP PageWide Enterprise - Incorrect
Information on Some Cartridge Labels - c05660361
3. HP Chromebook 11a G8 EE Notebook PCs - Wireless
Device May Not Function - c06986232 3. HP Elite Dragonfly, x360 1030, 1040 G8 Notebook, ZBook Fury
15, 17 G7 Mobile Workstations PCs - Error 0x9F (cxwmbclass)
4. HP Envy 13, Envy x360 Laptop PCs - Touch Screen May appears after KB4586853 is installed (Pre-Alert) -- c07012100
Intermittently Stop Responding - c07008275
4. HP LaserJet, HP PageWide - Print jobs fail after Windows 10
5. HP LaserJet MFP M72625, M72630 - Removal: Toner duct update (Emerging Issue) - c06530222
- c05971369
5. HP Chromebook and Chromebox - Reimaging the Chrome
Device Using RMA/SHIM Tools (Chrome OS) -- ish_1688738-
8516600-16
WISE CPMD example (Print)
Search Document name or ID number

Search “ish_2776674-2566826-16” to find:

HP LaserJet, HP OfficeJet, HP PageWide, HP

ScanJet - Control panel messages document
(CPMD), Service manual, and Service cost data list
WISE CPMD Manuals (Print)
• Filter: Guides, Manuals, Etc.
• Document Types: CPMD
Select CPMD document
Select the most accurate CPMD document to obtain steps and images.
Service Manuals and Service Cost doc are now listed in this document .
Image Quality Troubleshooting guide (IQTG) (Print)
HP LaserJet, HP Officejet, HP PageWide - Image Quality Troubleshooting Guide (IQTG) c06450141 | For HP And
Channel Partner Internal Use
Thank You