1. Besides Canon, this knowledge management technology might also be useful to other companies. What are the characteristics of Canon that make it useful? In other words, what characteristics of a company suggest that it might find this technology useful for customer support? Conversely, what characteristics of a company might suggest that it would not find this technology useful?
2. In Canon situation, a case is a single customer problem. Efforts to solve that problem may involve several contacts. The case management system tracks those contacts so that a representative who is new to the case can see its history at a glance. How could your college or university use a case management system that includes knowledge management?