Knowledge Search

Once a Curator publishes an Artifact, it is available for the End User. This Knowledge in the system can be accessed through the Knowledge Search widget, Luma-supported Channel, or through a custom application that uses Luma Knowledge APIs. End-users can search for information using simple phrases or browse through the domains to find Knowledge.

Knowledge enables the end-users to find Knowledge efficiently. An end-user can search for information using a phrase or a question. It is referred to as User Inquiry. An inquiry is a one or two-sentence natural language description describing the information the user is looking for. It can be a manual search by the user or a request from a supported application driven by the user’s action, such as reporting an issue or submitting a service request.

Luma Knowledge uses the user’s inquiry, to identify the matching artifacts. The Best Response could contain a Precise Answer or/and a List of Knowledge Articles based on the search mechanism of the tenant. If multiple Artifacts associated with different Topics are identified, Luma Knowledge presents the end-user with a series of questions or Topics to help them find the most relevant information. Browsing through the topics, users can view the exact content that answers the query. This is called a Guided Conversation.

In addition to finding Knowledge, Luma also gathers feedback on the results and artifacts from end-users. This feedback is used to determine the effectiveness of the available Knowledge in the system.

The search queries should be well-structured so that Luma Knowledge can extract appropriate metadata from the query and identify matching Artifacts.
Knowledge search in the system is performed based on the preferred search algorithm, configured for your tenant. For more information, refer to Tenant Configurations | Search.

Search mechanisms

Two search mechanisms are supported in Luma: