中文摘要：

企业通过在线平台向用户提供产品知识、帮助其了解产品知识和解决使用问题是提高客户满意度的重要手段。在传统的知识地图构建方法基础上,如何合理表示和组织产品的知识单元,是知识系统能够有效应对特定用户知识学习需求的关键。本文从用户学习需求出发,采用产品概念设计的FBS方法对产品知识进行分类,利用Web本体语言对产品知识结构进行分层表达,探究产品知识地图的构建方法。最后,以数码相机为例构建示例系统阐述方法的应用,并通过用户实验评价构建的知识地图,检验该构建方法的可行性。

英文摘要：

Enterprise provides product knowledge service through online platform can help users learn product knowledge and solve related problems. How to properly represent knowledge units of products is critical to enterprise after-sales service when answering specific user-learning needs. This study proposes a product knowledge map construction method. First, we start from user-learning needs and categorize product knowledge based on FBS method from product conceptual design. Then, we represent product knowledge structure hierarchically by using web ontology language. Finally, we construct a sample system of digital camera to apply the proposed method and conduct an experiment to assess the quality of constructed knowledge map and practicability of this method.