A system for the intelligent management of knowledge and delivery of
content is provided. The system allows end users to access targeted fixes
in connection with resolving problems with appliances, such as computers
or other devices. The system further provides for the delivery of
inventory information and information regarding attempts that have been
made to fix problems with an appliance to technical support personnel.
Technical support personnel may selectively access approved fixes or
potential fixes through selections made from a tree of devices and/or
problems or through the identification of key indicators. Technicians may
also create fixes and made such fixes available to other technicians
immediately.