The goal of any product support system is to deliver knowledge that is accurate, applicable, reliable and user-tailored. To do that, the product support knowledge base should contain relevant knowledge about the products, users and their tasks, as well as identifying the way in which these are linked to each other.The overall process of transforming data into knowledge has three stages. First, relevant raw data of the products, tasks and users is gathered. This includes CAD models, bills of materials, drawings, assembly sequences, and user attributes. Next, this data is organised into information by identifying common relations between data items and employing them in accordance with ontological principles and semantics, as will be described in the following slides. The resulting structures are further analysed and then used in model and case-based reasoning algorithms, to make them available for productive use.