1. A software tool for training and testing a knowledge base of a computerized customer relationship management system, the software tool comprising: corpus editing processes for displaying and editing corpus items belonging to a corpus, and for assigning a suitable category from a set of predefined categories to individual corpus items; knowledge base building processes for building a knowledge base by analyzing a first subset of the corpus items; knowledge base testing processes for testing the knowledge base on a second subset of the corpus items by classifying each corpus item of the second subset into at least one of the predefined categories using information contained in the knowledge base; and reporting processes for generating reports based on results produced by the knowledge base testing processes and causing the reports to be displayed to a user.