Creating a Salesforce console for service and enabling the knowledge sidebar on the case page layout is a solution that can enable articles to be suggested to agents based on information they are typing into the case. A Salesforce console for service is a workspace that allows agents to manage multiple cases and interactions on a single screen. The knowledge sidebar is a feature that shows suggested articles based on the case subject, description, or other fields in the console. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_sidebar_enable.htm&type=5