In my past job KM was seen as sandwich work between customer support staff and the experts who knew the technology. Sometimes they didn't want to talk to each other.
In fact, the service staff, after interacting with customers for a long time, became experts. If they had to talk to the experts, sometimes they would ask us to help, but we didn't want to be the messenger caught in the middle.
Sometimes the experts would accuse the customer service staff of not knowing the real technology behind the product.
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