I think you are choosing the presentation mode too early. People ask questions on the forums for three reasons - they can't be bothered to look it up; can't find/understand what they do find; or the manual isn't sufficient/nuanced. So, you need to make it easy to find answers, and you need to make them understandable.
My concern with the video section is that it's yet another place to search - people who haven't looked at the manual, won't go looking in the video section.
I suggest a forum FAQ section. Eventually the FAQs could build a new product documentation set that discusses common deployment scenarios and common configuration errors and oversights. One thing the manuals are missing is a "Theory of operation". the docs say WHAT to do, but not WHY you'd want to do it. They are task focused. Because of this, they rarely discuss side effects/cross connection considerations.
If you added "sticky" topics (indexes) to the forums you could build a FAQ section that would easy to find. Just a few of sticky topics that then link to popular problem/solutions would work. Examples of sticky topics
- DMZ deployment issues
- Ports not correctly open - link to more info
- NAT issues - link to more info.
- Definition Update issues
- ports open
- time sync
- Writing compliance rules
- rule doesn't fire
- groups apply inbound to recipient / outbound to sender
Other support forums implement sticky topics - Symantec should too.