According to some embodiments, a communication may be received from a customer in connection with an insurance policy. A system may then transmit, to a service representative device, data associated with an insurance knowledge management enterprise portal displaying information to facilitate interaction with the customer. A type of insurance event associated with the communication from the customer may be determined, and customized data associated with the insurance knowledge management enterprise portal may be transmitted to the service representative device, the customized data being based at least in part on the type of insurance event associated with the communication from the customer.