3504802 - Conversational Search of Joule in SAP SuccessFactors

This KBA explains the current behavior of Conversational Search of Joule in SAP SuccessFactors.

• SAP SuccessFactors HCM Suite
• Joule

Before August 20th, 2024:

If Joule is unable to match the user's query with an existing intent, it performs a conversational search on SAP Help Portal content as a fallback mechanism. The retrieved search results are summarized using generative AI, and presented to the user as an answer to the question. In addition, Joule displays a list of the top three search results. With a click on the title link of the search results, you can open the topic in SAP Help Portal.

Starting from August 20th, 2024:

Joule doesn't retrieve and display any SuccessFactors Documentation contents from SAP Help Portal. We made this change due to two main reasons:

1) The SuccessFactors Documentation contents are primarily about admin configuration contents which are irrelevant to Joule users.

2) Customers normally put custom business processes in place in SuccessFactors, which are not fully aligned with the SuccessFactors Documentation contents.

Please kindly note, this change doesn't make any other impact, and using Conversational Search Joule continues retrieving and displaying the other SAP product documentation contents from SAP Help Portal when appropriate.

Important Notes About Using Joule | SAP Help Portal 

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