When creating Knowledge Articles for the EBSuite Knowledge repositiory, you can assign a "weight" to each article to insure the article will first on the list when offering the information to your customers. 

The weight assignment strategy you use in your organization is yours to define.  EBSuite gives you a profile on the Article to asses before weight assignment:

• How many cases have used the article
• How many times the article has been read at the Support Portal
• The average Survey Score

Review this short screen capture video that shows you how the "weighting" helps your team (click here).

Once you build a comprehensive library of Knowledge Articles you'll find the Knowledge Search and Display Tools to be invaluable.