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Now that the pilot is up and running, it's time to plan a larger deployment. Eric develops a more robust plan, with test and production systems, replicas, and a server at each call center. He evaluates the impact of the new software on the existing network, and how to push client installs to the agent devices. He brings in Kathy, a tech writer, to create a basic operations manual. The knowledge base and wiki content is a good start, but it doesn't have a lot of structure. Also, the Categorio-provided docs need some focused attention before being used by a specific audience.