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The Insider's Guide to Building an Effective Knowledgebase
Best Practices in Knowledge Acquisition, Management and Publishing

This paper examines the best practices being used to achieve superior customer service on the Web through collecting, organizing and publishing knowledge. The focus is on delivering answers customers are seeking by allowing customers to guide the content and focus of a company's knowledge base.

The Insider's Guide to Knowledgebase Technology
Developments at the Cutting Edge of eService

This paper examines the various forms of artificial intelligence (AI) contained in RightNow Web; the implications AI has in this area and how RightNow Technologies plans to use AI in its future products.