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Mike Tarrani
Linda Zarate
Kate Hartshorn

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Tuesday, March 19, 2002


Knowledge Management Wrap-Up. Kate's wonderful contributions and endless sources of documents and presentations on knowledge management have given me a priceless education and has inspired me to do deeper research on the topic. I have two contributions to the topic that relate to support and service delivery:
  1. Diagnostic Knowledge Representation, which discusses how to best display knowledge to tier 1 and 2 resources who troubleshoot and resolve problems.
  2. Managing Customer Support Knowledge, which squarely addresses issues and challenges in using knowledge management effectively at the call center and help desk level.