... accessing neces-sary information, resolving inconsistencies in theretrieved information, filtering away irrelevantand unwanted information, and integrating infor-mation from heterogeneous information ... kinds of issues,particularly, identifying and creating knowledgeelements from various sources, codifying, storingand disseminating knowledge, and utilizing thisknowledge in problem solving ... life cycle, whichinvolves identifying, acquiring and storingrelevant knowledge that would be useful in managing customers and products and makingmeaningful decisions regarding customer ser-vice...