Comment by varikin

At my previous company, we had a great (and horrible) knowledge base. We could search all bug reports, knowledge base articles and previous calls to tech support. Even with all the great content, it takes more than a search to solve the issues. It takes knowledge of the product which is assumed in the notes. It also takes the ability to listen to an issue from a customer, figure out from their problem which is the key factor, what to search for, and how to figure out which search result helps this issue.

I have heard Bill Gates was a very hands on manager, especially back the, so I assume he knew the products reasonably well. And I know he is very intelligent, so I assume he would be decent at troubleshooting. But as another noted above, he didn't actually solve the issue for the customer.

The application sucked, was IE6 only, search was horrendous, but the content was good.