For details about the workflow process, see the Knowledge Base Workflow document. The terms case and resolution are used interchangably throughout the Knowledge Base and contribution process. Cases are objects in the Knowledge Base that bind a cause, solution and problems together. A case has a title that represents the action taken to implement the solution, but relies on the cause and solution objects for the details. A resolution is another name for a case.
Cases provide all the information necessary to identify and resolve a problem.
A case represents the entire resolution to a problem, including a cause and symptoms. A solution is a component of the case that provides the details for resolving the problem. We often have a different concept of a 'problem' than clients. To us, the problem is what is causing the symptom or question the client is describing. However, to a client, the problem is the symptom or question.