There are no silver bullets when it comes to solving cases like customer complaints, but everyone usually has a library of common solutions that have worked in the past that they rely on as the first line of defense. Dynamics AX allows you to save away these documents as Knowledgebase Articles, and then link them to your case templates so that they are right at your fingertips every time a certain situation arises.
By doing this, you are always prepared to answer those tricky customer questions without having to rustle through your file folder for a particular document, or yell out over the cube wall to see if anyone else has come across the situation.