I'm currently in a Provance demo (yuck) for Helpdesk ticketing, and a really nice feature is the ability to find related KB articles when a user creates a ticket.
Example: a user creates a ticket stating that they can't hear anything from their speakers. I've already created a KB article for how to change the default playback device. It would be neat if after entering their summary, a new section of "Related articles" would appear with matching KB terms.
