When you open a case in Salesforce, you have a widget for searching your company’s internal knowledge base. The widget recognizes the Salesforce case ID and automatically searches the knowledge base based on that ID. When you find a suitable answer to a case, you can copy and paste it as an answer to your customer.
To further improve the results of the widget, you can like and dislike an article by clicking the respective button at the bottom of the article. Once you dislike an answer, it is less likely to be displayed when you search for the same customer query again.
You have the following experience when the search widget is active in Salesforce:
For information on how to set up the widget, see How to add the Bold360 widget as a Salesforce app.