...applications have failed to live up to this potential. Early systems attempted to make every bit of corporate knowledge accessible through single service and support knowledgebase, resulting in information overload.

Not making things any easier, knowledge management systems did not integrate easily with other enterprise applications such as internal support and customer service systems. By focusing on system requirements instead of the user's knowledge needs, and force-fitting...

NOTE: All illustrations and photos have been removed from this article.



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