SoftLayer maintains relationships between the generic subjects for standard administration and the top five commonly asked questions about these subjects. getTopFileKnowledgeLayerQuestions() retrieves the top five questions and answers from the SoftLayer KnowledgeLayer related to the given ticket subject.
Every standard support ticket submitted to SoftLayer contains a relationship to a pre-determined subject which populates that ticket's title. The SoftLayer_Ticket_Subject service retrieves these subjects. These ticket subjects also determine which department a ticket is opened for.