Search on Knowledge User Guide

Introduction

The Search on Knowledge feature in Ace Chat enables users to query information stored in connected knowledge sources within your organization. This mode leverages your Knowledge Management system to provide accurate, sourced information with proper citations. This guide explains how to effectively use the Search on Knowledge functionality.

Table of Contents

• Search on Knowledge User Guide
  • Introduction
  • Table of Contents
  • Accessing Search on Knowledge
  • User Interface Elements
  • Configuring Knowledge Settings
    • Accessing Settings
    • Available Settings
    • Knowledge Sources
    • Knowledge Sets
    • Time Range Filters
  • Asking Effective Queries
    • Query Guidelines
    • Example Queries
    • Query Rephrasing
  • Understanding Responses
    • Main Response
    • Source Citations
    • Reasoning Steps
  • Working with Retrieved Documents
    • Retrieved Documents Panel
    • Interacting with Retrieved Documents
  • Troubleshooting
    • Common Issues and Solutions
    • When to Switch Chat Modes
  • Best Practices
    • Optimizing Your Knowledge Searches
    • Administrator Tips

Accessing Search on Knowledge

1. Open the Ace Chat interface
2. In the lower middle section of the chat interface, find the chat type selector dropdown
3. Select "Search Knowledge" from the options (other options include "Search on Web" and "Ask AI")
4. Once selected, the chat will operate in Knowledge Search mode, retrieving information exclusively from your organization's knowledge sources.

User Interface Elements

When using Search on Knowledge mode, you'll interact with the following key UI elements:

Element	Description	Location
Chat Type Selector	Dropdown to select "Search Knowledge"	Lower middle of chat interface
Settings Icon	Access knowledge source settings	Near the top of the chat window
Input Box	Enter your knowledge queries	Bottom of the chat interface
Send Button	Submit your query	Right of the input box
Retrieved Documents	View knowledge sources used	Right side panel
Source Citations	Hover-enabled citation references	Within response text

Configuring Knowledge Settings

To optimize your knowledge search experience, you can configure various settings:

Accessing Settings

1. Click the settings icon (gear symbol) when in Search Knowledge mode
2. The Knowledge Settings panel will appear with multiple configuration options

Available Settings

Knowledge Sources

Select knowledge types to include in your search:

• File: Documents stored in your knowledge management system
• GitHub: Code repositories and documentation
• Image: Image-based knowledge sources
• SharePoint: SharePoint-integrated documents
• Confluence: Confluence pages and spaces
• Website: Web-based knowledge sources

To select sources:

1. Click on the desired knowledge source type(s)
2. Click "Apply" to enable the filter
3. The selected filters will appear next to the settings button
4. To remove a filter, click the "X" next to it

Knowledge Sets

Knowledge sets are predefined groups of knowledge sources:

1. Navigate to the "Knowledge Sets" tab in settings
2. Select from available knowledge sets
3. Click "Apply" to use the selected knowledge set
4. Your queries will now search only within this collection of knowledge

For more information on creating and managing knowledge sets, refer to the Knowledge Set Documentation.

Time Range Filters

Filter knowledge based on when it was added to the system:

• Last 24 hours: Only include recently added knowledge
• Last 7 days: Include knowledge from the past week
• Last 30 days: Include knowledge from the past month

To apply a time filter:

1. Select the desired time range
2. Click "Apply"
3. The time filter will appear next to the settings button
4. To remove the time filter, click the "X" next to it

Asking Effective Queries

Query Guidelines

• Be specific about what information you're seeking
• Include relevant keywords that would appear in the knowledge sources
• Phrase your query as a clear question when possible
• Specify document types if you're looking for information in particular formats

Example Queries

Good Query	Why It Works
"What is the current approval process for expense reports?"	Specific, uses likely keywords
"Find the security protocol for handling customer data in SharePoint"	Mentions source type and specific topic
"Show me the latest sales figures from Q2 2024"	Includes specific timeframe and topic

Query Rephrasing

If you're not getting the desired results, you can use the query rephrasing feature:

1. Type your initial query
2. Press Alt+L on your keyboard
3. The system will suggest a rephrased version of your query
4. The rephrased query will automatically appear in the input box
5. Press Send to search with the rephrased query

Understanding Responses

When the system responds to your knowledge query, you'll receive:

Main Response

• A direct answer to your query based on the knowledge sources
• Formatted text with appropriate structure (paragraphs, lists, etc.)
• Citations linked to specific sources

Source Citations

Each response includes citations to verify information:

• Citations appear as numbered references within the text
• Hover over citations to see detailed source information
• Sources include document names, relevance scores, and specific sections
• Citations are only visible if enabled in the Application Settings by an administrator

Reasoning Steps

For complex queries, you may see:

• Step-by-step reasoning showing how the system analyzed your query
• The logical process used to find relevant information
• How multiple sources were combined to form the response

Working with Retrieved Documents

The right panel displays documents used to answer your query:

Retrieved Documents Panel

• Shows all knowledge sources accessed for your query
• Displays document names and relevance scores
• Orders documents by relevance to your query

Interacting with Retrieved Documents

• Hover over a document to see more details
• View relevance scores to understand which documents were most useful
• Use this information to refine future queries

Troubleshooting

Common Issues and Solutions

Issue	Solution
"Knowledge not found" responses	Try broadening your query or check if the information exists in your knowledge sources
Too many irrelevant results	Make your query more specific or use knowledge sets to narrow the search scope
Missing expected information	Check time filters to ensure older knowledge isn't being filtered out
Unclear citations	Ensure source citations are enabled in Application Settings

When to Switch Chat Modes

If Search on Knowledge doesn't provide the information you need:

• Use "Search on Web" if the information might be available online
• Use "Ask AI" for general questions not related to your knowledge base

Best Practices

Optimizing Your Knowledge Searches

• Start specific, then broaden: Begin with specific queries and broaden if needed
• Use knowledge sets: For topic-focused searches, use relevant knowledge sets
• Check retrieved documents: Review which sources were used to understand results
• Iterate on queries: Refine your questions based on initial responses
• Use follow-up questions: Click on suggested follow-up questions to explore related information
• Provide feedback: Use the like/dislike buttons to improve system performance

Administrator Tips

For system administrators:

• Ensure knowledge sources are properly configured in Knowledge Management
• Create useful knowledge sets for common query topics
• Enable source citations in Application Settings for transparency
• Review user feedback to improve knowledge organization

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For additional information about knowledge management and configuration, please refer to the Knowledge Management Documentation & Configuration Documentation