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- KB content is main hub of “how to” and “troubleshooting” content and is first point of reference for users seeking help
Support forums and live chat are communications channels for more complex questions not answered in knowledge base.
[http://wiki.mozilla.org/Image:images/9/9d/Support-Firefox_Support_Work_Flow.pdf See Firefox support flow chart]
International: Short term provide "directory" of community generated support sites
