Since the knowledge we need to store in CRM is a
relational structure, we choose to use the Semantic Network to
represent the knowledge. To accommodate knowledge transfer,
sharing, and integration ability, this research focusing on the
semantic network formalism. There are 2 types of semantic
network approaches [4] [5] [6] [7] [8], including:
1. Static Knowledge Representation, where the network is
static (predefined) and built to solve a specific problem
2. Dynamic Knowledge Representation, where the
network is dynamic and built to solve multi problem