To address concerns about spam cases without requiring customer login, implementing Web-to-Case with reCAPTCHA is recommended. reCAPTCHA adds a layer of security, verifying that case submissions are made by humans and not automated spam bots. This effectively reduces spam while maintaining accessibility for genuine customers to submit cases, balancing security with user convenience.

Suggested Articles is a feature that automatically recommends relevant knowledge articles to agents based on the case information. Agents can view the suggested articles in the case feed or the knowledge sidebar, and attach them to the case or email them to the customer. Suggested Articles can help decrease the time it takes to close cases by providing agents with quick access to the information they need to solve the customer's problem. Verified References: Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview

These are two Service Cloud features that work together to improve the process of closing a case and sending a survey through email. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when closing a case and sending a survey through email. Email Templates are tools that allow administrators to create predefined email messages that can be used for common purposes, such as sending surveys or confirmations.
Email Templates can help ensure consistent and professional communication with customers. Verified References: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.email_templates_overview.htm&type=5