Explanation:

Integrating knowledge base articles directly into the case management experience helps both agents and customers find answers faster, reducing resolution time and improving satisfaction. Salesforce provides multiple tools to facilitate this, and when used together, they create a seamless flow between self-service and support. Option C is correct because it reflects the reality that both proactive and reactive article recommendations can play a role in an optimized case workflow.

Web-to-Case forms can be embedded within Knowledge Base articles, enabling users to create a case directly from the article if the content doesn’t resolve their issue. This feature improves the customer experience by eliminating the need to return to a separate support page. Additionally, when a user creates a case from an article, the reference to that article can be captured and passed along to the support agent, providing context and reducing back-and-forth.

On the other hand, Case Escalation Rules can be combined with tools like Einstein Article Recommendations or custom automation to trigger relevant Knowledge articles based on case fields such as subject, product, or priority. This helps agents resolve issues faster by surfacing the most relevant content at the moment of need. While Escalation Rules by themselves don’t recommend articles, they can invoke processes or flows that do—making them a part of a broader article recommendation strategy.

By combining these methods, Salesforce empowers both customers and agents with timely access to helpful content. Whether the user is searching before submitting a case, or an agent is resolving an existing one, these features keep knowledge front and center—streamlining resolution and reducing support costs.

🔴 Option A: Web-to-Case forms embedded within Knowledge Base articles
This is a powerful feature for bridging self-service and support. It allows customers to attempt self-resolution first, and only create a case if needed. However, by itself, it doesn’t recommend articles within a case—it simply improves how users escalate issues when knowledge fails to resolve them.

🔴 Option B: Case Escalation Rules automatically triggering article recommendations
Escalation Rules alone do not recommend Knowledge articles. However, they can be configured to launch Flows or invoke processes that do—especially when paired with Einstein or Flow-based automation. So while not a direct recommender, they can be part of a solution that surfaces relevant articles to agents under specific conditions.

🧠 Summary:
Salesforce supports multiple methods for surfacing Knowledge articles in the case lifecycle—from customer self-service escalation using Web-to-Case, to automation that recommends content during agent resolution. Together, these tools enhance both the customer and agent experience. That’s why Option C is the correct answer: it recognizes that combining capabilities leads to smarter, more responsive case management.

📚 Official Salesforce Reference:
🔗 Knowledge in the Service Console (Salesforce Help)
🔗 Trailhead: Salesforce Knowledge Basics
🔗 Einstein Article Recommendations