How can a consultant automate the use of suggested articles to accomplish this goal?

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer’s interaction with a support agent while still providing relevant answers to the customer.

How can a consultant automate the use of suggested articles to accomplish this goal?
A . An email to case inquiry
B . On-demand email to case
C . While holding for a support agent
D . Web-to-case question

Answer: A