What feature can be implemented to enable suggested articles on new cases?

Enabling suggested articles on new cases is a feature that directly facilitates the recommendation of relevant knowledge articles to agents and customers as a case is being created. When this feature is activated, the system analyzes keywords and other case details to present articles that could help resolve the issue more efficiently. This not only enhances the agent's ability to find useful information quickly but also improves the customer experience by providing them with potential solutions sooner.

This feature is particularly valuable because it leverages existing knowledge base resources, ensuring that agents can access the latest and most relevant information without having to search extensively. This can lead to faster resolution times and higher satisfaction rates among both customers and support teams.

In contrast, while customization for open cases or allowing agents to create personal articles might have some utility, they do not specifically address the need for suggested articles during the case creation process, which is where the direct impact of this functionality comes into play. Activating case surveys for closed cases is also unrelated to this specific feature, as it pertains to gathering feedback after a case is resolved rather than enhancing the initial case handling process.