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Issue No.06 - December (1993 vol.8)
pp: 18-26
<p>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.</p>
Mark Kriegsman, Ralph Barletta, "Building a Case-Based Help Desk Application", IEEE Intelligent Systems, vol.8, no. 6, pp. 18-26, December 1993, doi:10.1109/64.248349
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