You need to configure self-service knowledge base articles.

Configuring a self-service knowledge base effectively involves multiple Salesforce features: A. Salesforce Knowledge provides articles that can be easily categorized and tagged for customer searches. B. Web-to-Case forms allow customers to submit inquiries directly if articles do not resolve their issues. C. Einstein Search enhances the experience by offering intelligent article recommendations based on customer inputs. These features together create a robust, user-friendly self-service knowledge base, promoting efficient customer self-help and satisfaction.

References: https://help.salesforce.com/articleView?id=sf.knowledge_manage_articles.htm