A.Email articles to a customer

B.Assign data categories to a case

C.Create an article upon closing a case

D.Attach only one article to a case

A.Controls Read / Write and Transfer Rules for each user

B.Not necessarily the company org. chart

C.Controls data visibility

D.Controls record roll-up forecating and reporting

A.Record Types

B.Approval Process

C.Validation Process

D.Workflow Rules