It would be nice to create custom placeholders that can be injected depending on the user signed in/url provided.
If users and groups could be assigned custom fields, then they could be implemented into the knowledgebase.
This allows a bit of customization for an article, to be a bit more specific for users to follow.
For example
Please sign in to your email here: {$customer_webapp_email}, using the username {$customer_netbios_domain}\{$user_netbios_username}
Ideally, these would be assignable to both users, and groups. So tags are available for all users in a group, for example domain etc.
It would also be nice to be able to inject the variables in a custom URL
helpdesk.example.com/helpdesk/KB/{:id}/...?customer_domain=https://example.com&customer_netbios_domain=EXAM
If this could end up being a short url/link that could be checked if the target user has seen the page/clicked the link - that'd also be nice.