Knowledge management causes not only the
continuous innovation patterns of customer service, but also
synergic matching of customer service support and real-time
decision making. Prompt response to customer service
problems is needed to maintain customer satisfaction.
Therefore, a good CSSS must be set up and analyzed. This
paper has presented a meta knowledge model of CSSS based
on KM support that encompasses three KM support patterns,
business modeling and all problems of real decision making
from time, customer and environment limited. We described
business modeling For CSSS relevant static model, dynamic
mode1 and rules mode1 based on enterprise common
knowledge analysis performed on executable a real-time
service decision making.
Keywords: real-time decision making; meta-knowledge
model of business and technology; customer service support
system (CSSS); KM support pattern