I've seen google do this, as well as other sites like bookeo.com, jotform, and others. How can I get my customers to ask their question, then - before they're able to submit - show a couple of links that might answer their question?

I found a program called contact form optimization, but I really couldn't even find one phrase to encapsulate this idea. Any help with at least what this is called would suffice.

Thanks a ton!