What functionality must be implemented to allow support agents to contribute to the knowledge base during case resolution?

To enable support agents to contribute to the knowledge base during case resolution, allowing them to create Knowledge articles when closing a case is essential. This functionality directly integrates the support process with knowledge management, enabling agents to document information gleaned during case handling and create relevant articles based on real-time experiences.

When an agent is resolving a case, they often identify insights, solutions, or best practices that could benefit others. By providing the capability to create Knowledge articles at the closure of a case, organizations can ensure that valuable information is systematically captured and recorded. This not only enhances the knowledge base but also promotes a culture of continuous improvement, where knowledge is shared and reused effectively.

The other options may not be ideal for this scenario. For instance, requiring article creation at the time of case opening or only allowing feedback submission doesn't facilitate the timely and contextual addition of knowledge that arises from resolving specific cases. An approval process could slow down the acquisition of new articles and limit agents' ability to quickly share pertinent knowledge generated from actual case resolutions.