Advise Articles

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.

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.

Display article metadata in the Advise widget

In Advice widgets, you can display metadata of an article so that customers gain more insights. Displayable metadata includes the following:

  • Article creation date
  • Last updated date
  • Most recent person who updated the article
  • Labels

To enable this feature, do the following:

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to change.
  3. Select a knowledge base or URL to customize.
  4. On the Basics tab, select Display Article Metadata.
  5. Save your changes.

How to add the Bold360 widget to Google Chrome

As an end-user, before you can use the Bold360 widget in Google Chrome, you must add the widget as an extension to your browser.

  1. In Google Chrome, download the Bold360 extension from the Chrome Web Store.
  2. Click Add to Chrome.

    Result: You can now access the extension from your Chrome browser.

  3. Open the extension and enter the token that you have received from your admin.
You have the following experience when the search widget is active:

Figure 1. End-user's view when the Bold360 search widget is active in Google Chrome

What if the token is invalid?

Ask your admin to verify that the token is the correct one. If it is, your admin must create a new token and share that with you.

Report on Bold360 Advise Token usage

You can run a report on Bold360 Advise token usage, which lists Advise tokens by name that were used to display articles to end-users.

Important: You must have the Enable Advise Touchpoints feature enabled on your account. Contact your Customer Success Manager to enable it for you.

To run a report on Advise token usage, do the following:

  1. In the AI Console, go to Analytics > Reports.
  2. On the Fields tab under Source, select Advise Token.
  3. Select any other field that you want to see in your report.
  4. Click Run.

How to configure Advise touchpoints

Improve your employees' productivity by providing integrated, easy access to your company's knowledge base.

To provide the best customer experience, you can configure Advise touchpoints for customer-facing employees similarly to embedded widgets. To configure an Advise touchpoint, go to Touchpoints > Widgets and click Personalize under Advise widgets.

For the best result, experiment with widget skins in the Basics tab of the configuration page. Use the Widget Preview on the right to see how your changes effect the widget.

Note: The Enable Advise Touchpoints feature must be enabled for your account. Contact your Customer Success Manager to enable it for you.

For more information on using the Chrome extension and the Salesforce widget, see Receive internal support in Google Chrome and Receive internal support in Salesforce.

How to generate Advise widget tokens

An Advise widget token is used to identify the knowledge base and context settings that identify the content available in Advise touchpoints.

Important: You must have the Enable Advise Touchpoints feature enabled on your account. Contact your Customer Success Manager to enable it for you.

To add a new token,

  1. Go to Admin Center > Advise Widget Tokens and click Add New Token in the top-right corner of the page.
  2. Name your widget token and fill in its details:
    • Select a Knowledge Base that you want to use to display articles in your widget
    • Optionally, select contexts that you want the bot to display
    • Select whether you want to restrict the widget to be accessible from specific IP ranges
  3. Click Generate Widget Token.
  4. Add this token when you set up your Advise widget extension in Google Chrome or Salesforce.

Receive internal support in Microsoft Teams

To get internal support from the bot, search for Bold360 in the search field of Teams. When the app opens, you have the following options:

Get instant self-service support
Type your question at the bottom of the app to get an immediate answer for the bot. If the bot does not provide any answer, try to rephrase your question.
Escalate chat to a live agent
When the answer that the bot provides is insufficient, you can escalate the chat to a human agent. Send a message to the bot with the word escalate and wait for an agent to join the chat.
Add Bold360 to your Teams apps

During a conversation, you can add Bold360 to your Teams apps so that you can find it easier later on. To do so, click Add at the top of the app. You can open Bold360 from your Teams apps.

How to add the Bold360 Advise widget as a Salesforce app

As a Salesforce administrator, you must first obtain the following from your Account Manager or Customer Success representative:
  • a Bold360 search widget token
  • the Bold360 search widget app
  • an installation key

How to install the Bold360 AI widget

  1. Download the Bold360 Advise widget app from Salesforce AppExchange.
  2. Click Get It Now.
  3. Click Install in Production.
  4. Accept terms and conditions and click Confirm and Install.
  5. Select who can use the search widget in Salesforce:
    • Select Install for All Users to allow all Salesforce users to access the app
    • Select Install for Specific Profiles and set up a group policy to allow only specific users to access the app.
  6. Click Install.
  7. On the Installation Complete page, enter the token you've obtained earlier and click Done.

    Result: The Bold360 AI widget is now installed to Salesforce.

How to configure the Bold360 AI widget

  1. Set up your Salesforce CORS policy:
    1. In Salesforce Setup, go to Security > CORS.
    2. Click New to create a Whitelisted Origins rule with your Bold360 company host name. For example, https://mycomany.nanorep.co
    3. Create another rule for https://*.bold360.com
  2. Add the Bold360 AI widget to your Case Page:
    1. Go to Setup > Object Manager > Case > Case Page Layouts
    2. Edit your Case Page Layout.
    3. From the layout components at the top, drag and drop Visualforce Pages > Assistant Touchpoints Case Page to your Case Page Layout.
    4. Save your Case Layout.

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Featured

Allowlists and the Bold360 platform

Allowlists and the Digital DX AI platform

To use Genesys DX, you may want to allowlist certain URLs so that its connected services are able to connect.

We recommend you add the following URLs to your network's allowlist:

  • *.boldchat.com, *bold360.com, *.bold360usercontent.com  - Genesys' service for adding chat to websites
  • *.nanorep.co ? The site for customers who have access to the Bold360 AI platform (Service, Advise, and Acquire)
  • authentication.logmeininc.com, auth.bold360.com - LogMeIn's sign-in service
  • launch.bold360.com, myaccount.logmeininc.com, profile.logmeininc.com - LogMeIn's MyAccount page, where you can manage and access all your LogMeIn products

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

Note: This list includes sub-domains for the listed domains, so it is advisable to use wildcard rules wherever possible when you allow or block any LogMeIn service on your network. Specifically, we recommend you to allow *bold360.com and *logmeininc.com. The services themselves communicate using port 443 (HTTPS/SSL) and port 80, so you don't need to open any additional ports within a firewall.

LogMeIn IP ranges

We recommend you add LogMeIn domains and URLs to your network's allowlist instead of allowing LogMeIn IP ranges. If that is not feasible, refer to the list of LogMeIn IP addresses.

CIDR Notation Numeric IP Range Netmask Notation
67.217.80.0/23 67.217.80.0 - 67.217.81.255 67.217.80.0 255.255.254.0
95.172.70.0/24 95.172.70.0 - 95.172.70.255 95.172.70.0 255.255.255.0
173.199.52.0/23 173.199.52.1 - 173.199.53.254 173.199.52.0 255.255.254.0

IP addresses for the sign in service

To sign in to your Bold360 work environment, you must allow LogMeIn's sign-in service. To do that by IP addresses, add the following IPs to your firewall settings:

  • 34.199.209.240
  • 35.173.84.18
  • 78.108.120.24
  • 173.199.2.47
  • 173.199.4.47

Email addresses for the sign in service

Make sure you allow the following email addresses so that identity-related and authentication emails are received:

  • noreply@logmein.com
  • support@bold360.com

Third-party IP Ranges

You must also allowlist ranges for these third-party services based upon your use of these service providers:

Email Domains

For email invitations and correspondences from us and the BoldChat/Bold360 software, we recommend allowing the following email domains through your email's spam and allowlist filters.

  • noreply@logmein.com
  • support@bold360.com

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

 

Update as of January 18, 2022

Beginning on October 9, 2021, additional changes are taking place as part of the migration process of the DX platform from LMI to Genesys. The failover will take place in 3 stages from LMI on-premise data centers to Genesys cloud-based environment which provides robustness, flexibility and better scalability to the DX platform.

[ACTION] - If you allow list Agent (formerly known as BoldChat) by domain (preferred to DNS or IP allowlisting), you will need to allowlist the following domains in your organization's network/firewall:

  • bold360.com
  • boldchat.com

Alternatively, you can allowlist the following DNS servers:

Ireland

  • eub-app16-01.boldchat.com
  • eub-app16-02.boldchat.com
  • eub-app16-03.boldchat.com
  • eub-app16-04.boldchat.com
  • eub-app16-05.boldchat.com
  • eub-app16-06.boldchat.com
  • eub-app16-07.boldchat.com
  • eub-app16-08.boldchat.com
  • eub-app16-09.boldchat.com
  • eub-app16-10.boldchat.com
  • eub-app16-11.boldchat.com
  • eub-app16-12.boldchat.com

Frankfurt

  • eub-app17-01.boldchat.com
  • eub-app17-02.boldchat.com
  • eub-app17-03.boldchat.com
  • eub-app17-04.boldchat.com
  • eub-app17-05.boldchat.com
  • eub-app17-06.boldchat.com
  • eub-app17-07.boldchat.com
  • eub-app17-08.boldchat.com
  • eub-app17-09.boldchat.com
  • eub-app17-10.boldchat.com
  • eub-app17-11.boldchat.com
  • eub-app17-12.boldchat.com

US East (N. Virginia)

  • b-app18-01.boldchat.com
  • b-app18-02.boldchat.com
  • b-app18-03.boldchat.com
  • b-app18-04.boldchat.com
  • b-app18-05.boldchat.com
  • b-app18-06.boldchat.com
  • b-app18-07.boldchat.com
  • b-app18-08.boldchat.com
  • b-app18-09.boldchat.com
  • b-app18-10.boldchat.com
  • b-app18-11.boldchat.com
  • b-app18-12.boldchat.com
  • b-app18-13.boldchat.com
  • b-app18-14.boldchat.com
  • b-app18-15.boldchat.com
  • b-app18-16.boldchat.com
  • b-app18-17.boldchat.com
  • b-app18-18.boldchat.com
  • b-app18-19.boldchat.com
  • b-app18-20.boldchat.com
  • b-app18-21.boldchat.com
  • b-app18-22.boldchat.com
  • b-app18-23.boldchat.com
  • b-app18-24.boldchat.com
  • b-app18-25.boldchat.com
  • b-app18-26.boldchat.com
  • b-app18-27.boldchat.com
  • b-app18-28.boldchat.com
  • b-app18-29.boldchat.com
  • b-app18-30.boldchat.com
  • b-app18-31.boldchat.com
  • b-app18-32.boldchat.com
  • b-app18-33.boldchat.com
  • b-app18-34.boldchat.com
  • b-app18-35.boldchat.com
  • b-app18-36.boldchat.com
  • b-app18-37.boldchat.com
  • b-app18-38.boldchat.com
  • b-app18-39.boldchat.com
  • b-app18-40.boldchat.com
  • b-app18-41.boldchat.com
  • b-app18-42.boldchat.com
  • b-app18-43.boldchat.com
  • b-app18-44.boldchat.com
  • b-app18-45.boldchat.com
  • b-app18-46.boldchat.com
  • b-app18-47.boldchat.com
  • b-app18-48.boldchat.com
  • b-app18-49.boldchat.com
  • b-app18-50.boldchat.com
  • b-app18-51.boldchat.com
  • b-app18-52.boldchat.com
  • b-app18-53.boldchat.com
  • b-app18-54.boldchat.com
  • b-app18-55.boldchat.com
  • b-app18-56.boldchat.com
  • b-app18-57.boldchat.com
  • b-app18-58.boldchat.com
  • b-app18-59.boldchat.com
  • b-app18-60.boldchat.com

US West (Oregon)

  • b-app19-01.boldchat.com
  • b-app19-02.boldchat.com
  • b-app19-03.boldchat.com
  • b-app19-04.boldchat.com
  • b-app19-05.boldchat.com
  • b-app19-06.boldchat.com
  • b-app19-07.boldchat.com
  • b-app19-08.boldchat.com
  • b-app19-09.boldchat.com
  • b-app19-10.boldchat.com
  • b-app19-11.boldchat.com
  • b-app19-12.boldchat.com
  • b-app19-13.boldchat.com
  • b-app19-14.boldchat.com
  • b-app19-15.boldchat.com
  • b-app19-16.boldchat.com
  • b-app19-17.boldchat.com
  • b-app19-18.boldchat.com
  • b-app19-19.boldchat.com
  • b-app19-20.boldchat.com
  • b-app19-21.boldchat.com
  • b-app19-22.boldchat.com
  • b-app19-23.boldchat.com
  • b-app19-24.boldchat.com
  • b-app19-25.boldchat.com
  • b-app19-26.boldchat.com
  • b-app19-27.boldchat.com
  • b-app19-28.boldchat.com
  • b-app19-29.boldchat.com
  • b-app19-30.boldchat.com
  • b-app19-31.boldchat.com
  • b-app19-32.boldchat.com
  • b-app19-33.boldchat.com
  • b-app19-34.boldchat.com
  • b-app19-35.boldchat.com
  • b-app19-36.boldchat.com
  • b-app19-37.boldchat.com
  • b-app19-38.boldchat.com
  • b-app19-39.boldchat.com
  • b-app19-40.boldchat.com
  • b-app19-41.boldchat.com
  • b-app19-42.boldchat.com
  • b-app19-43.boldchat.com
  • b-app19-44.boldchat.com
  • b-app19-45.boldchat.com
  • b-app19-46.boldchat.com
  • b-app19-47.boldchat.com
  • b-app19-48.boldchat.com
  • b-app19-49.boldchat.com
  • b-app19-50.boldchat.com
  • b-app19-51.boldchat.com
  • b-app19-52.boldchat.com
  • b-app19-53.boldchat.com
  • b-app19-54.boldchat.com
  • b-app19-55.boldchat.com
  • b-app19-56.boldchat.com
  • b-app19-57.boldchat.com
  • b-app19-58.boldchat.com
  • b-app19-59.boldchat.com
  • b-app19-60.boldchat.com
     

[ACTION] - If you allow-list Agent (formerly known as BoldChat) by IP, here are the IPs you will need to allow list in your organization in order to avoid connectivity issues with the new Data Center on March 5th:

Ireland

  • 34.246.13.84
  • 54.155.23.252
  • 46.137.48.149
  • 34.254.28.102 5
  • 2.49.80.82
  • 63.33.229.51
  • 54.75.218.75
  • 54.216.206.26
  • 34.246.145.123
  • 52.212.90.186 5
  • 4.77.148.81
  • 34.251.74.92

Frankfurt

  • 3.122.210.241
  • 18.192.113.151
  • 3.68.175.68
  • 18.196.140.195
  • 3.68.178.202
  • 18.194.200.171
  • 18.198.110.95
  • 18.192.7.127
  • 3.65.55.253
  • 3.64.238.21
  • 3.64.109.185
  • 18.198.123.19

US East (N. Virginia)

  • 107.20.174.150
  • 18.214.187.122
  • 18.233.1.191
  • 18.233.79.13
  • 18.233.95.16
  • 18.235.217.246
  • 23.20.109.244
  • 23.20.253.55
  • 23.21.167.45
  • 3.225.82.217
  • 3.231.116.10
  • 3.233.101.193
  • 3.233.111.68
  • 3.89.11.143
  • 34.194.220.164
  • 34.195.70.224
  • 34.206.233.8
  • 34.224.220.30
  • 34.228.50.168
  • 34.230.132.34
  • 34.234.140.16
  • 34.236.195.183
  • 34.236.241.191
  • 34.236.83.24
  • 35.153.29.169
  • 35.168.4.139
  • 35.174.34.186
  • 35.175.163.252
  • 44.193.104.84
  • 44.193.127.42
  • 44.193.247.199
  • 44.194.100.181
  • 44.194.137.67
  • 44.194.208.207
  • 44.194.25.105
  • 44.194.73.45
  • 44.195.9.217
  • 52.20.221.203
  • 52.207.76.221
  • 52.3.185.243
  • 52.44.154.238
  • 52.71.46.102
  • 52.71.71.29
  • 52.86.214.10
  • 54.144.250.111
  • 54.147.215.157
  • 54.152.188.62
  • 54.156.114.221
  • 54.156.48.172
  • 54.160.133.4
  • 54.160.196.54
  • 54.161.46.241
  • 54.163.230.72
  • 54.164.146.233
  • 54.166.248.29
  • 54.198.148.121
  • 54.226.231.169
  • 54.236.144.76
  • 54.84.163.19
  • 75.101.233.126

US West (Oregon)

  • 34.210.135.97
  • 34.213.254.212
  • 35.160.120.77
  • 35.161.150.98
  • 35.167.75.41
  • 35.80.158.24
  • 35.80.170.11
  • 35.80.194.13
  • 35.80.219.155
  • 35.81.101.126
  • 35.81.88.49
  • 35.82.204.234
  • 35.82.9.197
  • 35.83.116.129
  • 44.224.251.121
  • 44.226.244.84
  • 44.228.212.110
  • 44.230.126.250
  • 44.230.250.92
  • 44.231.153.96
  • 44.231.91.181
  • 44.232.19.77
  • 44.233.171.9
  • 44.237.129.5
  • 44.237.13.169
  • 44.237.28.122
  • 44.237.55.136
  • 44.238.219.222
  • 44.239.247.221
  • 44.241.208.142
  • 44.242.45.116
  • 44.242.53.108
  • 52.11.10.7
  • 52.12.160.123
  • 52.12.220.61
  • 52.13.124.118
  • 52.24.130.127
  • 52.32.198.76
  • 52.32.241.86
  • 52.35.142.151
  • 52.36.48.105
  • 52.38.106.12
  • 52.38.150.246
  • 52.40.239.227
  • 52.40.30.115
  • 52.41.198.141
  • 52.41.47.191
  • 54.184.129.107
  • 54.184.178.79
  • 54.184.90.24
  • 54.188.53.58
  • 54.200.230.213
  • 54.200.68.184
  • 54.201.26.44
  • 54.203.206.223
  • 54.212.170.137
  • 54.212.95.24
  • 54.69.131.234
  • 54.69.177.37
  • 54.69.85.11