Abstract
Over the past dozen years, the Computing Support Center on the Bloomington campus of Indiana University has grown a knowledge base that is a key component in the support strategy at IU. In this paper we share some of what we've learned about the hows, whats, and whys involved. The intention is to provide some practical information that can assist those who are just beginning the process of building a similar tool or who are looking for ways to improve what they currently have.