The search engine reads your question, looks in your Knowledge Base, and shows relevant matches based on Keywords. You can scroll down the window on the right-hand side and see all of the possible options.
The Search bar can be "manipulated" at any time to further refine your searches, which we highly recommend, especially when the question you're asked is a long one with a lot of text. Simply click into the Search bar off on the right hand Action menu and enter specific words or a phrase.
Next to the Search bar is a cog icon, which can be used for Advanced Search, including searching your KB for content that has been tagged with a certain tag or used in a prior Proposal for example. This will also help pinpoint your searches.
If you are preparing a free-form response to a question and you find a match, you can click Use Response. Your entire response from the Knowledge Base will be copied into your response area. If you can't read all the text in the question and answer pair, click on the Details button to open it in a completely separate window which will contain lots of metadata about that piece of content.
When you click SAVE & COMPLETE, that task will drop off your task list and be passed on to the next person to Approve, if applicable.
If you write new and unique responses, the toggle switch at the top of the Action Menu "Save to Knowledge Base?" will flip over to YES. This means that your approved responses will be saved to the Knowledge Base so you can use them again.
Next: See what the Workflow controls do