3684490 - Best Practices for Using Built-In Support Search with Generative Answering

To receive more accurate answers from Generative AI-powered search, the way you phrase your queries makes all the difference. By following a few simple best practices, you can obtain clearer, more relevant results and access the information you need more efficiently.

• How do I use Built-In Support Search?
• What are the Best Practices for finding content in Built-In Support?
• How can I improve the Generated Answer?
• How do I provide feedback on Generated Answers?

Built-In Support

1. Use Specific Keywords

   Be clear and Specific. Start with specific terms instead of broad ones. Use SAP terminology or official product names when applicable.
   
   Example:
   Good: "How can I reset my password in SAP S/4HANA Cloud?"
   Too vague: "Password issues"
   Why: Specific keywords help narrow down search results, making them more relevant to your query, offering more focused content.
   
   Generative AI performs best when it understands exactly what you're asking. Provide enough context and detail for precise answers.

2. Apply Filters and Facets

   Further narrow down search results using the filters provided within the Built-In Support Search experience.
   Available filters: (Product, Component, File Type, Category, Date Range, etc).
   Why: Using filters like Category can help narrow the scope of results to specific content (e.g. Knowledge Base Articles) whereas filters like Product can focus the results to a specific SAP Product (e.g. SAP S/4HANA Cloud).
   
   Generative answers will also be more relevant to the filters selected.  This will also help avoid a scenario where citations are sourced from more than a single SAP product.

3. Avoid Overly Broad or Short Queries

   Search queries with only a single or few keywords will return a broad scope of results across many different areas, often generating a basic definition style answer
   Too vague: "Integration"
   Better: "How do I integrate SAP SuccessFactors with Azure Active Directory?"
   Why: Broad or unclear queries may confuse the Generative AI Response and result in generic or irrelevant answers.

4. Ask One Thing at a Time

   Too much at once: "How do I configure workflows and also troubleshoot errors and export data?
   More effective: "How do I configure approval workflows in SAP SuccessFactors?
   Why: Focused, single-intent questions and keywords lead to more accurate and relevant Generated responses.

5. Additional Recommendations

   Always review the citations in the generated answer to verify their accuracy and relevancy to your intended query.  This includes verifying the product referenced in the citation.  This is also important with responses with two or more citations.

   Provide feedback: Using the Thumbs Up, Thumbs down controls — it helps us improve the experience continuously.

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