7. The method of claim 1 where one or more support solutions comprise a templatized message to a customer, describing a step-by-step solution to a specific customer problem.
7. The method of claim 1 where one or more support solutions comprise a templatized message to a customer, describing a step-by-step solution to a specific customer problem. 8. The method of claim 7 where the templatized message is an email message.