Microsoft has created a team that works to improve the time needed to resolve any issues that we have with their products. So, if now KB articles provide us with a list of steps that can be followed to resolve our problem, since now we can click a button and have the issue resolved.
For example, see here what i mean:http://support.microsoft.com/kb/963547
Also, read here their blog:http://blogs.technet.com/fixit4me/default.aspx
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