Building a Case-Based Help Desk Application

Authors:
Mark Kriegsman;Ralph Barletta
Affiliations:
-;-
Venue:
IEEE Expert: Intelligent Systems and Their Applications
Year:
1993

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Abstract

Call-tracking databases can be valuable on-line resources for help desk personnel, who must respond to problems quickly and accurately, and avoid "reinventing the wheel." This article looks at building a case-based help desk system.