ChatGPT not referring product knowledge bases

When I ask how-to questions about software, ChatGPT keeps responding without referencing sources. It says things like "the setting you are looking for is 'usually' located towards the top of the window and called 'something like x or y".
How can I get it to search for and reference info form the actual product knowledge base?
Do I have to select the 'web search' option every time?