Procedure based help desk system

Authors:
Akira Takano;Yuko Yurugi;Atsushi Kanaegami
Affiliations:
Information Technology R&D Center, Mitsubishi Electric Corporation, 5-1-1 Ofuna, Kamakura, Kanagawa, 247-8501 Japan;Information Technology R&D Center, Mitsubishi Electric Corporation, 5-1-1 Ofuna, Kamakura, Kanagawa, 247-8501 Japan;Information Technology R&D Center, Mitsubishi Electric Corporation, 5-1-1 Ofuna, Kamakura, Kanagawa, 247-8501 Japan
Venue:
Proceedings of the 5th international conference on Intelligent user interfaces
Year:
2000

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Abstract

In this paper, we describe an outline of “Procedure based help desk system”.Preparing enough amounts of contents for help desk system is important for constructing an efficient help desk system. However, the preparation of contents is a hard job for contents-creators (usually, who is an expert of the work.).To support making help desk contents, we developed “Procedure based help desk system”. Primary functions of this system are to easily generate help desk contents about software usage (They will be called as “procedure data”.). Then the system classifies procedure data and constructs procedure database. Also the system provides useful functions to refer accumulated procedure data.