Abstract: A database system may generate a new case associated with a customer support query. The database system may initiate a search for other cases related to the new case and identify articles linked to the related cases. The database system may identify more relevant articles by finding the related cases that use a similar vocabulary for describing similar customer problems. The database system then identifies the articles used for resolving the prior problems. Thus, the database system may bridge the gap between vocabularies used by customers to describe problems and vocabularies used in articles to describe solutions to those problems.

Abstract: A database system may generate a new case associated with a customer support query. The database system may initiate a search for other cases related to the new case and identify articles linked to the related cases. The database system may identify more relevant articles by finding the related cases that use a similar vocabulary for describing similar customer problems. The database system then identifies the articles used for resolving the prior problems. Thus, the database system may bridge the gap between vocabularies used by customers to describe problems and vocabularies used in articles to describe solutions to those problems.

Abstract: A method for building an application is disclosed and includes receiving a request to build a search service application for a first object, where the object is associated with attributes and each attribute is associated with a value, receiving a first indication selecting an end-user input field that corresponds to a first attribute associated with the first object, and receiving a second indication selecting a search result output field that corresponds to an attribute associated with the first object. The method also includes selecting a code template from a plurality of code templates in a code library that comprises programming code for creating a search model of a search service application. Using the selected code template, the search model representing the search service application is generated based on the end-user input and the search result output fields.