Pushing Knowledge to Customers
CSM/CAM Version : CSM 9.50

Hi All, 

We are in the middle of a revamp of our customer portal. During usability testing, we discovered that customers are very rarely searching the knowledge base and have little desire to do so. As a result, we are looking at various options of pushing knowledge to the customers when they start to create a ticket by either incorporating it into the service catalog or the ticket itself. Does anyone have experience with this? Suggestions of things that have worked well or any insights from things that have not gone well?