• A call center uses Microsoft Outlook notes to support customer service calls and resolve issues
• The Outlook notes are stored on the physical hard drive and use the full Outlook to access and read these files. They are stored in a .PST file
• The team wants to move this knowledge to a centralized solution that all resources can access

Questions

1. What solutions would you recommend?
2. Would you build a custom solution or purchased package?
3. How do the companies currently manage knowledge in the organization?