Building a case-based help desk application

1 December 1993

journal article
research article
Published by Institute of Electrical and Electronics Engineers (IEEE) in IEEE Expert

Vol. 8 (6) , 18-26
https://doi.org/10.1109/64.248349

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

KNOWLEDGE BASED SYSTEMS
RUNTIME
KEYWORD SEARCH
INFORMATION RETRIEVAL
NOISE REDUCTION
GUIDELINES
PROBLEM-SOLVING
HUMANS

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