• DocumentCode
    982133
  • Title

    Building a case-based help desk application

  • Author

    Kriegsman, Mark ; Barletta, Ralph

  • Volume
    8
  • Issue
    6
  • fYear
    1993
  • Firstpage
    18
  • Lastpage
    26
  • 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.<>
  • Keywords
    case-based reasoning; deductive databases; office automation; technical support services; call-tracking databases; case-based help desk system; help desk personnel; online resources; Guidelines; Humans; Information retrieval; Keyword search; Knowledge based systems; Noise reduction; Problem-solving; Runtime;
  • fLanguage
    English
  • Journal_Title
    IEEE Expert
  • Publisher
    ieee
  • ISSN
    0885-9000
  • Type

    jour

  • DOI
    10.1109/64.248349
  • Filename
    248349
    • Link To Document
    https://search.isc.ac/dl/search/defaultta.aspx?DTC=49&DC=982133