Collect all relevant documentation, patch notes, and analyst tricks into a common location. Organize them and also put them under some sort of keyword search or natural language tool. Put non-proprietary, clean documents online for partners and end users. Some organizations also have deployed variations of case-based reasoning tools. These tools act, essentially, as navigation tools that lead to designated documents containing solutions that are either call histories or documents.
Some organizations make a subset of their knowledge base available to the user community.
Callers are invited to try to resolve their issue with the tool before talking to an analyst. This strategy has led a few organizations to realize modest benefits. However, most organizations fail to get measurable results that significantly decrease the pressure on the classic model. Even those organizations that have achieved modest benefits have been unable to decrease their dependence on human knowledge and expertise to deliver services. Technology enables processes.