From my personal experience as a custom, I do use it.
Just a couple of days ago I was about to send the HandsOn support a question, but as I typed in the question I noticed the answer was available in one of the knowledge base articles posted below my ticket screen area (sort of, relevant questions). So it saved me and tech guys some time.
Usually I always use KB first. If it can save the support reps time responding to an inquiry which can be easily be found on the site, why not!
Originally Posted by csn-uk
make sure the search feature and titles are relevant as in “how do i ...?” or “can i do ... ?”
That is exactly how I got to locate the answer to my question! My question started with "how many..."