A system for recommending a knowledge resource to a customer service representative, comprising: one or more databases that stores data describing electronic communication between one or more customer system communication devices and one or more service center communication devices; a computer coupled with the one or more databases and configured to: monitor communication activity of the one or more customer system communication devices and the one or more service center communication devices to determine whether a customer service ticket has been opened between at least one of the one or more customer system communication devices and the one or more service center communication devices; responsive to a customer service ticket being opened between the at least one of the one or more customer system communication devices and the one or more service center communication devices and in response to the customer service ticket exceeding a predetermined length: analyze the customer service ticket for at least one keyword or at least one phrase; in response to determining the at least one keyword or at least one phrase for the customer service ticket, calculate a distance metric between the at least one keyword or at least one phrase and one or more top ranked knowledge resources; and assign one or more of the knowledge resources to a customer service representative associated with the one or more service center communication devices based, at least in part, on the ranking of the knowledge resource and the calculated distance metric. one or more databases that stores data describing electronic communication between one or more customer system communication devices and one or more service center communication devices; a computer coupled with the one or more databases and configured to: monitor communication activity of the one or more customer system communication devices and the one or more service center communication devices to determine whether a customer service ticket has been opened between at least one of the one or more customer system communication devices and the one or more service center communication devices; responsive to a customer service ticket being opened between the at least one of the one or more customer system communication devices and the one or more service center communication devices and in response to the customer service ticket exceeding a predetermined length: analyze the customer service ticket for at least one keyword or at least one phrase; in response to determining the at least one keyword or at least one phrase for the customer service ticket, calculate a distance metric between the at least one keyword or at least one phrase and one or more top ranked knowledge resources; and assign one or more of the knowledge resources to a customer service representative associated with the one or more service center communication devices based, at least in part, on the ranking of the knowledge resource and the calculated distance metric. monitor communication activity of the one or more customer system communication devices and the one or more service center communication devices to determine whether a customer service ticket has been opened between at least one of the one or more customer system communication devices and the one or more service center communication devices; responsive to a customer service ticket being opened between the at least one of the one or more customer system communication devices and the one or more service center communication devices and in response to the customer service ticket exceeding a predetermined length: analyze the customer service ticket for at least one keyword or at least one phrase; in response to determining the at least one keyword or at least one phrase for the customer service ticket, calculate a distance metric between the at least one keyword or at least one phrase and one or more top ranked knowledge resources; and assign one or more of the knowledge resources to a customer service representative associated with the one or more service center communication devices based, at least in part, on the ranking of the knowledge resource and the calculated distance metric.