As a company, we get lots of requests for infomation which can be found in the FAQ. We normally send Canned Responces (useful).
However, I think it will be useful if you could get the title to search for keywords in the knowledge base and then show the users some of the best results in the knowledge base which match up to the enquiry.
i.e: If the customer wanted to know how to return an item and it was clearly displayed in the knowledge base and that the sumbit a request pointed to this entery.
I hope you understand.