Receive internal support in Google Chrome

Receive internal support in Google Chrome

With the Bold360 widget in Google Chrome, you can either search for answers or, when your search does not display any results, you can also suggest an answer.

You have the following options to search:

  • Open the Bold360 extension in Chrome and type your question into the search widget
  • Right-click highlighted text on a website and select Bold360 > Search

Search results are displayed in the widget.

How to suggest an answer as a new article

When your search returns no results, you can suggest an answer that may help others find the relevant answer to the same question. You have the following options to suggest an answer:
  1. Open the article suggestion form in the widget:
    • From context menu
      1. Highlight text on a website that provides the best answer to your question.
      2. Right-click the highlighted text and click Bold360 > Suggest article.
      From the search widget
      When there are no results displayed, click Suggest article in the widget.
  2. Fill in the form:
    • Add a title to your answer. This helps the content manager of your company phrase questions in a way that helps end-users find your answer.
    • Type your name.
    • Enter the answer in the Topic field. If you highlighted your answer on a web site, then this field is automatically filled in.

  3. Click Send.
A content manager receives your suggestion and decides the best way to add it to the knowledge base.

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.