Patent ID: 8768948

Claim:
A method for providing an integrated knowledge management system, comprising: configuring access interfaces between a knowledge management system of a service provider entity and each of respective external domains serviced by the service provider entity, the knowledge management system comprising a knowledge engine and a local source of information that is local to the knowledge management system; configuring access interfaces between the knowledge management system and each of respective access channels serviced by the service provider entity; receiving a request for information via the knowledge engine from one of the access interfaces; associating a classification with a role assigned to a requestor of the request for information, the role associated with a list of roles that include a customer of the service provider entity, a service technician employed by the service provider entity, and a sales employee of the service provider entity; searching a knowledge base for the information, the knowledge base including the local source of information; tailoring a response based on the classification associated with the role, and providing the response to the request for information based upon the searching.