You are an entry-level manager for the customer service desk of a telecommunications firm that provides telephone, Internet access, and cable TV services. A knowledge management system would be useful...

You are an entry-level manager for the customer service desk of a telecommunications firm that provides telephone, Internet access, and cable TV services. A knowledge management system would be useful to capture, store, and retrieve much of the explicit and tacit knowledge needed to provide excellent service. An expert system would prove valuable in helping customer service reps to handle common, reoccurring problems. The organization only has the time and resources to develop one of these two systems. What factors must you consider in making the choice of which system to develop?