Until recently, ADP TotalSource® Practitioners received suggested Knowledge Articles (KAs) when creating a case in Service Portal, but not when creating a case directly in ADP TotalSource. Now, practitioners have access to KAs whether you create a case from within ADP TotalSource or Service Portal.
With this new enhancement, KAs will be suggested based on the selected topics, meaning the content shared is directly related to your issue and you could resolve it before you even press submit.