Microsoft's SharePoint Server can be used in implementation of the so-called workflows in organizations. Workflows can be defined, documented, and supported by information technology. An employee can input certain customer information into the system so that another department will have access to this same information necessary for the next steps within the same project. These inputs, best practices, or lessons learned could be collected and then put into a Community of Practice (CoP), so that an incoming telephone call from a particular customer can be directed to the right contact at the company immediately. This would not have been possible without the intervention of such technology. It is no longer necessary for employees to have a holding queue for incoming calls. Even when an employee goes on holiday or a new employee takes over, the software system will be able to help ensure that the original desired workflow process can be easily...