Knowledge is not information, it is a compilation of both information and experience or expertise.
Explicit knowledge can be articulated and communicated it is also easy to incorporate.
Tactic knowledge belongs to a skilled person they may be able to do something but not be able to clearly explain. This is knowledge based on thought, judgement and the individual. It would be shared as a form of advice not hard fact.
People are trying to create automated knowledge systems that can at least work as well as human workers.
When dealing with communication and contact with clients there needs to be Back-End Processing.