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Building a Case-Based Help Desk Application
December 1993 (vol. 8 no. 6)
pp. 18-26

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.

Citation:
Mark Kriegsman, Ralph Barletta, "Building a Case-Based Help Desk Application," IEEE Intelligent Systems, vol. 8, no. 6, pp. 18-26, Dec. 1993, doi:10.1109/64.248349
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