The following terms appear throughout the Knowledge Base documentation and web site. The terms case and resolution are used interchangably througout the Knowledge Base and contribution process.
Cases are objects in a 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. Causes are optional, but are useful if knowing them can help prevent the problem. Clarifying questions are used to help the client reduce the number of problems or resolutions being considered. A contributor is someone given an account and authorized to participate in the contributing process. A decision tree walks the client through a predefined hierarchy of questions, using each answer to determine the next step.