How to Use Knowledge Spaces?

Concepts

Personal Space vs. Knowledge Space

Personal Space is a user-exclusive file space where files can only be accessed and operated by the user themselves. Documents in the personal space, once indexed, can also serve as knowledge sources for Agent Q&A.

Knowledge Space is a file space for public access or team collaboration, such as company policies, client materials, or project documentation. Access to a knowledge space requires authorization from the space owner.

File Indexing

Whenever a file is uploaded to either a personal space or a knowledge space, the file indexing preprocessing program is automatically triggered. Only after the file indexing is completed can the system use the index to retrieve file content.

tip

Some spaces or files have the file indexing feature disabled, which means these files will not automatically trigger the file indexing preprocessing program and will not be provided as knowledge to the Agent.

Space Operations

Accessing a Knowledge Space

1. Log in to the SERVICEME platform
2. Switch to the Knowledge platform
3. Access File Space
4. Select any file space

Creating a New Folder

1. Click "New > New Folder" at the top right of the page to open the new folder window. Enter a custom folder name in "Name", e.g., Product Manual

2. Click "Confirm" to successfully create the new folder.

Uploading Files

1. Click "Upload > Upload File" at the top right of the page and select a local file to upload, e.g., SERVICEME Product Introduction.pdf
2. Upload successful.

File Preview

1. Click the file name you want to view, and the system will redirect to the preview page. You can ask questions about the document on the right side of the page.

Downloading Files

1. Select the files you want to download and click the "Download" button to download the files.

Renaming Files

1. Select the files you want to rename and click "More Actions > Rename" to open the rename file window.

2. Enter a custom file name in "Name", e.g., SERVICEME Product Manual

3. Click "Confirm" to successfully rename the file.

Moving Files

1. Select the files you want to move and click "More Actions > Move to" to open the move file window.

2. Select the target location for the moved file, e.g., Product Manual
3. Click "Confirm" to successfully move the file.

Copying Files

1. Select the files you want to copy and click "More Actions > Copy to" to open the copy file window.

2. Select the target location for the copied file, e.g., Files
3. Click "Confirm" to successfully copy the file.

Deleting Files

1. Select the files you want to delete and click the "Delete" button to open the confirmation window.
2. Click "Delete" to successfully delete the files.

tip

All file operations can be performed in three ways:

• First, by selecting the file and clicking the specific function button below
• Second, by right-clicking to display the function buttons and then operating;
• Third, by hovering over the file and clicking to display the function buttons.

AI Tools

AI Translation

The AI translation feature can translate one or multiple documents into versions in the target language, with the system striving to maintain the document format.

• Terminology mapping for specific domain terms

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The translated documents will be saved to the user's personal space. Once extraction is complete, the system will notify the user via message.

Format Support

Category	V3.1	V3.2
Document	.DOCX, .DOC	.DOCX, .DOC
Spreadsheet	.XLSX, .XLS	.XLSX, .XLS, .CSV
Presentation	.PPTX, .PPT	.PPTX, .PPT
Text	.TXT, .MD	.TXT, .MD
PDF	.PDF	.PDF
Webpage	.HTM, .HTML	.HTM, .HTML
Email	-	.MSG
Rich Text	-	.RTF

AI QnA Extraction

AI can convert document content into multiple QnA pairs, which can be imported into the corresponding knowledge space to improve Agent Q&A quality.

tip

• Successfully extracted QnA will be saved as an Excel file in the user's personal space. The system will notify the user via message once extraction is complete.
• Document preprocessing must be completed before extraction.

Format Support

Category	Format
Document	.DOCX, .DOC
Spreadsheet	.XLSX, .XLS
Presentation	.PPTX, .PPT
Text	.TXT, .MD
PDF	.PDF
Webpage	.HTM, .HTML

AI Copywriting

AI Copywriting provides a series of templates to help users quickly complete daily copywriting tasks.

For example: Customer service teams can generate FAQs for common user questions.

AI Document Generation

When you lack inspiration while writing documents, try using the AI document generation feature. Simply enter the document topic, and it will automatically generate a complete document from outline to chapter content, helping you easily finish your draft.

File Properties

Opening File Properties

There are two ways to open file properties:

• In the knowledge space, select any file and click File Properties
• In the file preview interface, click File Properties at the top right

General

You can view basic file information, edit the file's description, tags, metadata, and check the execution status of related tasks.

• Basic information: view file name, creation date, etc.
  • File description helps others understand the document's purpose. The description is also used for document search. Well-edited descriptions make documents easier to find.
  • Tags: file categorization
• Metadata: used to supplement document information and improve retrieval accuracy. Metadata definitions must be completed in Metadata Management first.
• Task progress: view the execution status of file preview and file indexing related tasks. If a task fails, you can check detailed error information and retry here.

File Settings

• Inherit space settings: When enabled, the following switches follow the space settings. When disabled, the file uses its own settings.
• File preview: Whether to enable file preview. If disabled, online preview will not be available; files must be downloaded locally for viewing.
• File indexing: Whether to allow the file to be indexed. If disabled, the file will not automatically generate an index and cannot be retrieved by the system.
• Enable document OCR: Use AI to extract content from images or scanned PDFs (this option appears only for PDF files).
• Segmentation mode: Determines the segmentation strategy during file indexing.
  • Default: Segments by stop words, such as periods and commas.
  • Fine: Further splits segments by sentences based on stop words, improving hit rates for most questions.
  • Custom: Segments content by fixed length, e.g., 100 characters per segment.
• Document summary generation: When enabled, AI accumulates summaries segment by segment and updates the document description. This improves retrieval chances and allows the pre-generated description to answer summary questions (e.g., "What is this document about?").
• Image summary generation: When enabled, AI interprets image content and updates the image description for better retrieval (this option appears only for image files).

Segment Preview

After the file indexing preprocessing is completed, you can view the segmentation results here. Users with file editing permissions can temporarily edit and adjust file segments here to change Agent Q&A results.

tip

Note: If you re-run file indexing, manually edited content will be overwritten.

QnA Maintenance

Organizing common questions and answers into QnA helps improve Agent response quality.

1. Log in to the SERVICEME platform
2. Switch to the "Knowledge" platform
3. Access "File Space"
4. Select any file space, e.g., Product Operations Space

5. Switch to the "QnA" page and click the "New" button at the top right to go to the new QnA page
   "Question": Add multiple custom questions, e.g., Question 1: How to manage documents in the knowledge base space?
   "Answer": Enter the answer, which can include text, images, and videos
   "Metadata": Not used yet, can be left blank

6. Click "Save" to successfully add the QnA record.

tip

• "Answer" includes rich text style tags. It is recommended to limit the total to 2000 characters or less for better AI responses.
• To insert a video, use embedded code, e.g., <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>.

How to Share Files with Other Users?

1. Log in to the SERVICEME platform
2. Switch to the "Knowledge" platform
3. Access "File Space"
4. Select any file space, e.g., Product Operations Space
5. Select the files you want to share and click the "Share" button to open the share file window

6. Choose to share with other accounts, click the "Add" button to open the user selector
   Select the organization and user to share with, e.g., qa-test02@servicemecloud.com
   "Permission" dropdown, e.g., Preview Only
   "Security Settings" set expiration date, e.g., 2024-01-31

7. Click "Confirm" to successfully share the file.

8. The shared user can preview the file.

How to Create Shortcuts for Files?

1. Log in to the SERVICEME platform
2. Switch to the Knowledge platform
3. Access File Space
4. Select any file space, e.g., Product Operations Space

5. Select the file for which you want to create a shortcut, e.g., SERVICEME Admin Manual V2.0.docx

6. Click "More Actions > Add Shortcut" to open the add shortcut window

7. Select the target space and location for the shortcut, e.g., Enterprise Knowledge Base > Marketing Center under Files

8. Click "Confirm" to successfully create the shortcut.

How to Grant Knowledge Space Access to Other Users?

1. The file space owner logs in to the SERVICEME platform
2. Switch to the "Knowledge" platform
3. Access "File Space"
4. Select any file space, e.g., Product Operations Space

5. Click "Member Management" to open the user selector

6. "Owner": Click the "Add" button to open the authorization page and select the organization and user to authorize, e.g., Operations Center
   "Editor": Authorize to Design Center
   "Visitor": Authorize to Internal Organization

7. Click the "Confirm" button to successfully set member management.

tip

• The file space owner has the right to manage members and operate all file functions.
• The file space editor has the right to operate all file functions.
• The file space visitor can only operate basic file functions, including preview, share, download, etc.

How to Use the Knowledge Base Agent for Knowledge Retrieval?

1. Log in to the SERVICEME platform

2. Switch to the "Knowledge" platform

3. Access "File Space"

4. Select any file space, e.g., Employee Self-Service

   

5. Click the file name you want to ask about. On the preview page, you can ask questions about the file on the right.

6. Enter your custom question, e.g., How to manage documents in the knowledge base space?, and press Enter.

7. Wait for the Agent's reply.

8. If the reply provides reference materials, users can click to preview the file.

9. If you need to ask further questions, you can continue the Q&A.

File Space Limitations and Notes

1. Knowledge base space limits quota, file upload size, and file upload formats, which are controlled by the knowledge base administrator via file space property settings.

2. Knowledge base space limits access permissions, which are authorized by the knowledge base administrator or the file space owner.

3. Knowledge base space limits functional operations, which are controlled by the knowledge base administrator via file space confidentiality settings.