Last month we added a new Knowledge Base Support Center that has already reduced our phone calls and emails by about 80%
It notifies us instantly when a Ticket is submitted.
We also can publish the questions and answers to the Knowledge Base so other users can search and find them. The full text search (not just keywords) is excellent, and presents the best matches at the top, with lower matching articles below.
The Forums are still great for interchanging ideas and asking others for help when MTU may not be instantly available, such as over night or weekends.