The proposed troubleshooting UI is an attempt to empower users to solve their own issues by providing them helpful content. The primary focus is to help users solve simple/common problems. This would resolve their issue more quickly than opening a case, and will hopefully result in fewer support cases being opened.
The current case creation page shows potential solutions in a sidebar based on the information the user has input into the form. There is evidence that the solutions presented there are often the correct ones, but users do not click them and instead continue on creating a case. In the short-term we will likely be showing the same results in this new experience, but hopefully in a way that encourages users to take action before opening a case.
Solution Engine evolution into Max Pane