ABSTRACT
Knowledge can be as simple as hearing “the computer won’t boot up” and as simple as asking: “Did you plug it in?” Or knowledge can be as complex as determining that “the OS crashed” and replying, in the appropriate and apologetic tone (understanding that the customer has pulled out enough hairs to mimic Kelsey Grammar): “We’ve consulted with the OS vendor and we’re going to write and upload a new application to fix it.”
