Knowledge Base Intelligent Search

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To improve information retrieval efficiency, the SERVICEME platform provides two search methods: Quick Search and AI Search, both accessible through a unified entry point on the homepage. Each search mode is suitable for different types of queries, meeting diverse usage scenarios.

Intelligent Search Entry

Users can initiate a search directly from the search box at the top of the SERVICEME homepage:

• Enter keywords or questions in the search box and press Enter to access the search interface;
• The system will automatically recognize user intent and process the query using either Quick Search or AI Search as needed.

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Quick Search — Direct Access to Information Sources via Keywords

Quick Search is based on a keyword matching mechanism. The system quickly locates relevant content across multiple data sources, including:

• Knowledge Base Document Retrieval: The system searches for documents in the knowledge base that contain the entered keywords;

  • For example, searching for Microsoft 365 will automatically look for related content in all knowledge documents;
  • Matched documents are sorted by relevance to prioritize the most relevant materials;
  • You can click "View More" below the search results to preview documents online.

• QnA Matching: The system will also automatically identify and recommend frequently asked questions and answers related to the keywords.

• Online Search: If the knowledge base does not contain relevant content, the system will also provide extended information sources through online search.

✅ Applicable Scenarios: Quick Search is suitable for quickly locating and viewing information about known keywords, terms, product names, function points, etc.

AI Search — Semantic Understanding, Intelligent Answer Generation

AI Search uses natural language processing to interpret user intent, reformulate queries, and retrieve relevant information from internal and external sources.

Feature Highlights

• Automatic Question Parsing: Users can directly enter complete questions or descriptive statements (e.g., "How to configure Microsoft 365 email auto-forwarding?"), and AI will automatically parse the intent and convert it into a searchable knowledge request.

• Multi-source Integrated Retrieval: AI Search answers may come from:

  • Knowledge base documents
  • Configured QnA libraries
  • Online information (such as web content)

• Cited Source Annotation: Each AI answer will automatically include the source document of the referenced knowledge;

  • Clicking the citation will open the document on the left for content preview, making it easy to verify and read in depth.

• Intelligent Summary Output: After answering, users can click the "Mind Map/Outline" button on the right side of the answer. The system will automatically extract and summarize the current answer content:
  • Mind Map visualization displays the core points and structure;
  • Outline presents a clear content structure, making it easy for subsequent organization, reuse, or documentation.

✅ Applicable Scenarios: AI Search is suitable for scenarios where keywords are uncertain, or when systematic answers or more complex questions are needed.

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Feature Comparison Overview

Feature Comparison	Quick Search	AI Search
Input Method	Keyword	Natural language question
Matching Mechanism	Keyword matching	Intent recognition + multi-source retrieval
Returned Content	Documents, QnA, online results	Question answers (with source citation)
Additional Capabilities	Document preview	Citation jump, mind map/outline generation
Applicable Scenarios	Quick content location	Obtain structured answers

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Search Scope

• Content Searched: File name, file content, QnA questions, QnA answers

• Supported Languages: Simplified Chinese, Traditional Chinese, English (other languages can be added in multilingual settings)

• Supported File Types: TXT, DOCX, XLSX, XLS, PPTX, PDF

• Search Result Display: All, Documents, QnA, Online

• Search Filter Conditions: File space, date, metadata filtering, document match similarity, QnA match similarity

• Search Result Sorting: Relevance, time dimension