Managing Customer Support Knowledge
探讨了高科技行业如何管理客户支持知识并将其用于客户自助服务，涉及知识属性、常用技术和管理挑战，适合关注客户服务与知识管理的从业者。
The management of customer support knowledge is increasingly important to organizations because of rapid product change and the growing need for service-based differentiation. This article describes how organizations, particularly in high-technology industries, are both managing their own support knowledge and extending its use to customers for self-service. Among the issues addressed are the key attributes of customer support knowledge, the technologies most commonly used to manage support knowledge, and the management issues most frequently faced by customer support knowledge managers.