In addition to the 'effectiveness' of the KB search engine and even more ways to say the same thing, keep in mind that customers cannot see other customer's cases and resolutions, UNLESS the PTC rep specifically writes up a separate document.
It seems that it is not a large percent of cases where this happens as I have searched the database for an answer, not found it, opened a case, and TS refered to a document I did not have permission to view...until he wrote something up and 'published' it. This has happened more than once. The more of these documents PTC publishes, the easier it will find info on our end without having to open a call.