• Explicit Knowledge
§ Formally Stated
§ Potentially Available In Published Form
• Tacit Knowledge
§ Subconscious/Difficult To Articulate
§ Shared Through Personal Communication
• To Enable Human Agents to Work
§ Better
§ Faster
§ With More Customer-Satisfying Results
• To Create Automated Systems
§ As Good as the Best Human Agent
• Protocol
§ Detailed Set of Guidelines
• Policies
§ As Used in Strategy, Approach to Dealing with a Specific Issue or Customer Segment
• Back-end
§ As Used in Direct Marketing, the After-Sale Processes that Fulfill Orders and Satisfy Customers
• Business Processes
§ A Set of Tasks That are Used to Achieve a Specific Outcome