Customer asks a specific question, and optionally, extracts a few lines from the logfile to explain the problem. Support personal must be able to answer the question with "Yes", "No" or with a link to the knowledge base.

Sample:
Q: Exchange doesn't accept messages. Logfile shows "452 4.3.1 Insufficient system resources"
A: See KBPB035

Customer asks an unspecific question and provides the whole logfile. Support personal must search for the problem in the logfile and then answer with a link to the knowledge base.

Sample:
Q: My users don't get e-mails. Enclosed the logfile.
A: See KBPB035