Past customer behavior and connections to product catalogs are other factors that can
assist in the helping process. Support for self-help is often provided out of a website.
Knowledge bases typically provide an interface to capture new knowledge about the
products, services, and their use so that new cases, new incidents, and new lessons
learned can be captured and shared. On-line customer support often links the selfhelp
with the help desk through live chat and software systems that are capable of
answering questions.