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Per the following Microsoft Article: 

https://support.office.com/en-us/article/Change-curly-quotes-to-straight-quotes-and-vice-versa-017963A0-BC5F-486B-9C9D-0EC511A8FB8F

"As you type text, some Microsoft Office programs automatically change straight quotation marks ( ' or " ) to curly quotation marks (also known as "smart quotes" or typographer's quotes). You can turn on or off this feature."

EV.Cloud search recognizes the "curly quotes" (also known as "smart quotes" or typographer's quotes) as another character instead as of straight quotes. For example:

Example 1: when searching for "Prohibited" using smart quotes, PA and VAD searches the entire string, including smart quotes instead of the word Prohibited.  As a result, the word intended to be searched may not be found.  In many cases, the search will return zero hits.  

Example 2: searching for a phrase such as "to be approached" using smart quotes will cause the following terms to be searched
- "to
- be
- approached"
In such instances, the words between the double quoted words would be found, with the very likely possibility of hits being irrelevant to the search.

An additional scenario might be where a user copies the phrase "to be approached" with curly quotes from into Notepad in hopes of getting rid of any formatting. This will not work as the curly quotes will be copied from Word and into Notepad then subsequently into the search criteria. 

You can either type the quoted phrase straight into the search criteria, or follow the steps in the MS article to turn curly quotes into straight quotes:

https://support.office.com/en-us/article/Change-curly-quotes-to-straight-quotes-and-vice-versa-017963A0-BC5F-486B-9C9D-0EC511A8FB8F