Support agents at Cloud Kicks are spending too much time finding resources to solve customer cases. The agents need a more efficient way to find documentation and similar cases from the Case page layo

An interview flow captures case details but does not inherently provide a way to find existing documentation or similar cases.

Salesforce Knowledge allows administrators to create, categorize, and publish articles containing solutions and documentation, which can then be easily searched and attached to cases directly from the Case page layout.

While Global Search can find similar cases, it's not as integrated or efficient for finding structured documentation and solutions directly from the Case page as Salesforce Knowledge.

Creating a custom object to capture resolutions would require manual entry and lack the robust search, categorization, and integration features of Salesforce Knowledge for efficient resource finding.