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Using Knowledge Space

How to Create Enterprise Spaces and Knowledge Bases?​

In the Knowledge Module, you can create Enterprise Spaces and Knowledge Bases. Before proceeding with the creation, it is important to understand the following concepts:

  • In My Space, you cannot create spaces, only Knowledge Bases can be created. A default knowledge base is built-in.
  • Under Enterprise Spaces, you can create different spaces, and within these spaces, you can then create Knowledge Bases.

The table below compares "My Space" and "Enterprise Space" in terms of creating spaces and knowledge bases:

My SpaceEnterprise Space
Space✅
Knowledge Base✅✅
Folder✅✅

How to Create an Enterprise Space?​

Once you understand the above concepts, you can proceed to create an Enterprise Space.

💡 Tip: Creating an enterprise space requires space creation permissions. Please ensure you have this permission before proceeding.

Steps to Create an Enterprise Space:

  • Navigate to "Settings -> Knowledge Management -> Enterprise Space", and click the "⚙️" icon next to Enterprise Space.
  • In the Enterprise Space page that pops up, click "Add".
  • Enter the ID, name, icon, description, and order for the enterprise space, then click "Save" to successfully create the enterprise space (e.g., creating "Test Enterprise Space" as shown in the images).

How to Create a Knowledge Base?​

💡 Tip: Creating a knowledge base in personal space does not require permissions.

Creating a Knowledge Base in My Space​

Steps to create a knowledge base in My Space:

  • Navigate to the My Space Overview page and click "Create Knowledge Base".
  • Fill in the name and description of the knowledge base, then click "Confirm" to successfully create a knowledge base in personal space (e.g., creating "Test Knowledge Base" as shown in the images).

Creating a Knowledge Base in Enterprise Space​

💡 Tip: Creating a knowledge base in enterprise space requires permissions. Please ensure you have creation permissions before proceeding.

Steps to create a knowledge base in Enterprise Space:

  • Navigate to "Settings -> Knowledge Management -> Enterprise Space", and enter the enterprise space where the new knowledge base will be created.
  • Click "Add" next to the knowledge base.
  • In the pop-up page, enter the name, confidentiality level, description, and other information for the knowledge base, then click "Confirm" to successfully create it.
    • Confidentiality Level: Default levels include public and Highly Confidential.
    • Storage Quota: 0-1GB.
    • File Size Limit: Supports custom file upload size for the knowledge base.
    • Supported File Formats: Supports custom file formats for the knowledge base.
      💡 Tip: If the uploaded file does not meet the custom size or format restrictions, the system will provide a prompt.

How to Configure Knowledge Base Space Settings?​

💡 Tip: Configuring knowledge base space settings requires enterprise space management permissions. Please ensure you have this permission before making changes.

Knowledge Base Space Settings can be accessed through multiple entry points:

  • On the knowledge base overview page in enterprise space, click "✏️" on the knowledge base card to open the settings.
  • After entering the knowledge base, click the Knowledge Base Settings button in the upper-right corner of the page.
  • Navigate to "Settings -> Knowledge Management -> Enterprise Space", select the knowledge base to edit, click "···" on the right, and choose "Settings" to open the settings.

General Settings​

General settings for the knowledge base include the information filled in during knowledge base creation, such as name, type, confidentiality level, description, storage quota, file size limit, supported file formats.

File Settings​

Indexing Method:

  • Basic Parsing: Suitable for general text recognition. Choose basic parsing when the file does not contain tables or images.
  • OCR Intelligent Parsing: Uses integrated models to process documents, suitable for documents with a large number of tables.

Segmentation Mode:

  • Default Mode: Text is segmented into chunks of up to 1024 characters, with each chunk independently indexed.
  • Fine Mode: Text is first segmented into chunks of up to 1024 characters, then further divided into smaller segments of 200 characters within each chunk, with each small segment independently indexed.
  • Custom Mode: Users can customize the maximum number of characters per chunk. For example, setting it to 500 will segment the text into chunks of 500 characters each.

Search Settings:

  • File Preview: Controls whether files (documents, images, videos, audio) in the knowledge base support online preview.
  • File Indexing: Sets whether various resources (documents, images, videos, audio) in the knowledge base are included in global search indexing. If disabled, the corresponding resources cannot be searched by keywords.

File Summary Generation: Automatically generates content summaries for documents in the knowledge base to facilitate quick browsing of core information. If disabled, new uploaded documents will no longer automatically generate summaries.

Metadata​

Metadata is data that describes other data, such as size, name, location of a file. In SERVICEME, metadata enhances file management and knowledge base search capabilities.

Role of Metadata in SERVICEME​

File-Level Metadata:

  • When uploading files, the system automatically saves basic metadata such as file size, name, storage location, etc.
  • Users can customize metadata, such as tags, categories, uploader, etc., for more precise file management.
  • When searching for knowledge base files, metadata-based filtering can improve search accuracy.

Knowledge Base-Level Metadata:

  • Metadata can also be configured for the knowledge base itself, such as topics, industry categories, permission information, etc.
  • Knowledge base metadata enables advanced classification and search, improving knowledge management efficiency.

Member Management​

Owner: The owner of the knowledge base has all permissions, including management, editing, and access.

Editor: Editors have the right to perform all file operations, such as uploading and deleting files.

Visitor: Visitors can only view the knowledge base content and cannot make any modifications.

tip
  • Member permissions can be managed through roles, but only administrators can access the role permissions page.
  • For specific operations on managing member permissions through roles, see the section "How to Manage Knowledge Base Member Permissions via Roles" below.

How to Manage Knowledge Base Member Permissions via Roles?​

Before learning how to manage knowledge base member permissions via roles, it is important to understand three concepts: Role, User Authorization, Function Authorization.

  • Role: Roles are created by administrators and can be customized for different scenarios.
  • User Authorization: After creating a role, users can be added to it, effectively granting a role to a user.
  • Function Authorization: Function authorization refers to the permissions a role can have.

💡 Tip: From the above, we can conclude: Function Authorization + Role Authorization = Granting a Permission to a User.

⏳ Example: Grant Test Account the management permission for the AI Support knowledge base.

  • Click "Add" on the right side of the role list to create a new role named Knowledge Base Management.
  • After creating the role, click Function Authorization for the role, find Space Management, locate the AI Support knowledge base under Space Management, and check it. Then click "Confirm".
  • Next, add the test account to this role. Click User Authorization for the role, locate and check Test Account based on its organization, then click "Confirm".
  • After completing the above steps, the Test Account will successfully be granted management permission for the AI Support knowledge base.

How to Delete Enterprise Spaces and Knowledge Bases?​

Deleting a Knowledge Base​

To delete a knowledge base, navigate to the knowledge base overview page, locate the corresponding knowledge base card, and click the "🗑️" icon in the lower-right corner of the card. The deletion process is the same for both My Space and Enterprise Space.

Example:

Deleting an Enterprise Space​

To delete an enterprise space, a user with space management permissions must navigate to "Settings -> Knowledge Management -> Enterprise Space", click the "⚙️" icon next to the enterprise space, select the enterprise space to delete, and click "Delete" in the upper-right corner. Confirm the deletion to complete the process.

Example:

Comparison of File Operations in My Space and Enterprise Space​

My SpaceEnterprise Space
Download✅✅
Favorite✅✅
Delete✅✅
Rename✅✅
Re-preview✅✅
Re-segment✅✅
File Properties✅✅
Share❌✅
Move To❌✅
Copy To❌✅
Add Shortcut❌✅
Tags❌✅
Metadata Properties❌✅

About File Properties​

File properties refer to settings for individual files, whereas knowledge base space settings mentioned earlier apply to the entire knowledge base. Knowledge base space settings include file settings, which can be inherited by file properties.

General Settings​

  • Basic Information: Basic information in file properties includes file name, size, creator, creation time, modifier, modification time, location, description, tags.

💡 Tip: Only files in Enterprise Space support tags. Tags can be added; files in Personal Space do not support the tagging feature.

  • Metadata Properties: Supports adding new metadata fields. Click "Add" to create new metadata fields.

  • Task Progress:

    • Preview: Supports file preview and allows viewing the progress of file preview. If loading fails, click the Retry button to reload.
    • File Processing: File processing includes multiple steps. Click "File Processing" to view the current progress and step.

File Settings​

  • Space Settings: File settings inherit space settings by default and require no additional configuration. If custom settings are needed for a file, disable the Inherit Space Settings button.

  • Indexing Method: Basic Parsing, OCR Intelligent Parsing.

  • Segmentation Settings: Default, Fine, Custom.

  • Search Settings: File Preview, File Indexing.

  • File Summary Generation: Enable or disable summary generation, and set full-text summary prompts.

💡 Tip: For detailed information on the above file settings, refer to "How to Configure Knowledge Base Space Settings".

Segment Preview​

  • Segment Preview allows viewing the segmentation of a file. Each segment is numbered and supports editing the segment content.

    • Editing segment content does not affect the original file; it only modifies the content used for indexing and preview.

  • In the segment preview interface, you can search for keywords to quickly locate the segment containing the keyword, improving search efficiency.

How to Share Files?​

Currently, only files in Enterprise Space can be shared. Steps to share files:

  • Select the file to share, such as "Usage Scenarios".
  • Click "Share" at the bottom of the page or click "···" on the right.
  • Choose "Share", and select appropriate sharing settings on the sharing page.
  • Click "Confirm" to complete the sharing process.

On the sharing page, choose sharing method, permissions, and security settings:

  • Sharing Method:

    • Share to Account: Share the file with specific individuals.
    • Share as Link: Share the file as a link, allowing anyone with the link to view the file (optional password protection for the link).

  • Permissions:

    • Preview Only: View the file but cannot download it.
    • Preview and Download: View and download the file.

  • Security Settings:

    • Never Expire: If expiration time is not selected, the file will be shared indefinitely.
    • Expiration Time: Select an expiration time for the shared file.

💡 Tip: Shared files can be viewed under "Knowledge -> Shared -> Shared by Me".

File Operations​

Create Folder & Upload File​

Create Folder: Both My Space and Enterprise Space support folder creation. On the knowledge base page, click "Create Folder" on the right, enter the folder name, and click "Confirm".

Upload File: To upload files in My Space or Enterprise Space, click "Upload File" in the upper-right corner of the page, select the file to upload, click "Open", and wait for successful indexing to use the file.

tip
  • File upload has four statuses: Waiting for Indexing, Indexing, Indexing Successful, Indexing Failed.
  • Only files with a status of Indexing Successful can be previewed and used normally.
  • You need editing permissions in Enterprise Space to create folders or upload files. Ensure you have the necessary permissions before proceeding.

Move & Copy Files​

Move/Copy Files: Select the file to move or copy, click "···" on the right, choose "Move To" or "Copy To", select the target location, and click "Confirm".

tip
  • Files in My Space cannot be moved or copied; only files in Enterprise Space support these operations.
  • Files in Enterprise Space can only be moved or copied within the same knowledge base.

Download & Rename Files​

  • Example of downloading and renaming files:
    • Select the file "0226AI Sharing".
    • Click "···" on the right or click "Download" / "Rename" at the bottom of the page.
    • Click "Download" to complete the download, or click "Rename", enter the new file name, and click "Confirm".

Favorite Files​

  • Example of favoriting files:
    • Select the file "Security Technology Open Course".
    • Click "···" on the right.
    • Choose "Favorite", and after successful favoriting, a message will appear at the top of the page: "Added to Favorites Successfully".
    • Favorited files can be unfavorited in the favorites list.

💡 Tip: Files in both My Space and Enterprise Space can be favorited. Favorited files can be viewed under "Knowledge -> Favorites".

Favorite File Operation:

File Favorites List:

Add Shortcut​

When adding shortcuts, you can add them to all enterprise spaces. Select the corresponding enterprise space and knowledge base.

  • Example of adding a shortcut:
    • Select the file "Security Technology Open Course".
    • Click "···" on the right.
    • Choose "Add Shortcut".
    • Select the shortcut location, such as "Weiding Technology -> Test Knowledge Base".
    • Click "Confirm" to successfully create a shortcut for the file "Security Technology Open Course".

Preview Files​

After a file is uploaded and successfully indexed, it will undergo a preview process. Once the status is Preview Successful, the file can be viewed.

The preview page allows viewing summary, mind map, outline, and conversation (AI-generated summary).

Re-preview & Re-segment​

After selecting a file, the Re-preview and Re-segment buttons will appear.

  • Re-preview refreshes the file display to ensure the content presentation meets expectations.
  • Re-segment adjusts the file structure to make paragraph or segment divisions more logical, optimizing content organization.

What is QnA?​

Enterprise spaces feature QnA functionality. When the assistant retrieves a question from QnA, it provides a preset answer instead of relying on online queries. This effectively avoids inaccuracies or inconsistencies caused by complex online information, ensuring responses precisely align with enterprise needs and standards.

QnA supports multi-dimensional searches based on enterprise space, questions, answers, etc., enabling quick access to required information. This significantly improves information retrieval efficiency, allowing employees to quickly obtain accurate knowledge and accelerate business processes.

Import QnA​

QnA can be uploaded in two ways, one of which is Import QnA. Importing QnA supports batch uploads, suitable for scenarios with a large number of QnAs.

Steps to import QnA:

  • Enter the enterprise space knowledge base and open the QnA interface.
  • Click the "Import" button on the right to open the import page.
  • You can choose to "Download Template File", fill in the template file, and provide enterprise space, question, answer (enterprise space refers to the knowledge base name under the enterprise space).
  • After completing the template file, return to the import page, click "Upload File", and select the completed template file.
  • The file information will be automatically previewed. After confirming accuracy, click "Start Import" on the right.
  • Wait for the process to complete, and the status will show Import Successful.

💡 Tip: Only new QnAs will be imported. Questions that duplicate existing QnAs will be skipped.

Add QnA​

The second way to upload QnA is Add QnA, which allows adding one QnA at a time.

Steps to add QnA:

  • Enter the enterprise space knowledge base and open the QnA interface.
  • Click the "Add" button on the right to enter the add interface. The left side is the Question Interface, and the right side is the Answer Interface.
  • In the Question Interface, select the Knowledge Base Name where the QnA will be located.
  • Click "Add" to add multiple questions.
  • In the Answer Interface, input the answer. The answer supports text, links, images, videos, etc.
  • After entering the answer and questions, click "Save" to successfully add the QnA.

💡 Tip: When adding multiple questions, all questions will share the same answer entered in the Answer Interface.

tip
  • Answers include rich text style tags. It is recommended to limit the overall content to 2000 characters for optimal AI responses.
  • To insert videos, use embedded code, such as <iframe src="//player.bilibili.com/player.html?aid=535563667&bvid=BV1jM411S74q&cid=1322473540&p=1" scrolling="no" border="0" frameborder="no" framespacing="0" allowfullscreen="true"> </iframe>.

Review QnA​

The QnA approval process ensures the accuracy and standardization of knowledge base content. This process primarily applies to questions and answers submitted by non-administrators, ensuring content is reviewed by administrators before being added to the QnA library for regular users to view. Content submitted by administrators does not require approval and takes effect immediately. All pending questions are automatically listed at the top for administrators to prioritize.

QnA Approval Status: Pending Review, Added to Library, Rejected

  • Pending Review: Submitted questions and answers automatically enter the "Pending Review" status, awaiting administrator review.
  • Added to Library: After administrator approval, questions and answers are added to the QnA library for regular users to access.
  • Rejected: If content does not meet standards, administrators can reject it. Rejected content will not be visible to regular users but will remain in the system for future review.

QnA Approval Actions: Approve, Reject, Batch Operations

  • Approve: Administrators approve content that meets requirements, adding it to the QnA library. Approved QnAs cannot be rejected later.
  • Reject: Administrators can reject content that does not meet standards.
  • Batch Operations: Administrators can select multiple pending items for batch approval.

Export QnA​

Currently, QnA can be exported, either exporting the current page or exporting all QnAs.

Steps to export QnA:

  • On the QnA page, click "Export" on the right.
  • Choose "Export Current Page" or "Export All".
  • After exporting, check the file in the default local location.

How to Use AI Translation?​

In Enterprise Space, files can use the AI Translation feature. Steps for AI translation:

  • In Enterprise Space, select the file to translate, such as "Usage Scenarios".
  • Click "AI Translation" in the upper-right corner of the page.
  • Select the target language, such as "English", with the source language automatically detected.
  • Supports uploading custom glossaries and downloading glossary templates.
  • After setting up, click "Confirm".
  • View the AI translation progress in the task section.

💡 Tip:

  • Translated files are automatically saved in "My Space -> Default Knowledge Base".
  • Larger files may require longer translation times.