Knowledge is a feature that can be used to meet this requirement. Knowledge allows users to create, manage, and share articles that provide information and solutions for common issues or questions. Data categories can be used to organize articles into different topics and make them easier to find and access. Users can view related articles from the Case page layout based on the data category of the case. Reference: https://help.salesforce.com/s/articleView?id=sf.knowledge_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.knowledge_categories.htm&type=5