Issue No. 06 - December (1993 vol. 8)
DOI Bookmark: http://doi.ieeecomputersociety.org/10.1109/64.248349
<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>
M. Kriegsman and R. Barletta, "Building a Case-Based Help Desk Application," in IEEE Intelligent Systems, vol. 8, no. , pp. 18-26, 1993.