Receive internal support in Salesforce

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:

Figure 1. Customer-facing employee's view when the Bold360 search widget is active in Salesforce

How to comment on an article

When commenting is enabled for the Advise widget, customers can comment on the article without providing positive or negative feedback. To enable this feature, do the following:
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Advise Widgets, click Personalize.
  3. Select the knowledge base that you want to modify.
  4. On the Basics tab, select Comments.

    If you also want end-users to see the comments of other end-users, select Comments visible in the Widget as well.

  5. Save your changes.

The end-user has the following experience after searching in the widget:

In the AI Console, you can find comments on the Comments tab of the Article Editor.