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You have convinced the management team that a phone-based solution is not the most appropriate solution. Your recommendation is to set up a self-service-based support environment. Take this opportunity to prepare a report for the management team describing what self-service support entails and how a Web-based solution can be implemented to meet the request. Include a discussion about the tools that are available with Web-based support and how real-time assistance differs from delayed assistance and is implemented in a Web-based solution.
Also, as a very important tool involved in any help desk environment, but arguably more important in a self-service support environment, describe what a knowledge base is and how it plays an integral part in any help desk application.