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Issue No.01 - January/February (2000 vol.2)
pp: 44-48
<p>How much does a knowledge-based system improve help-desk interactions? HP researchers conducted a study to find out.</p>
Kemal A. Delic, Birgit Hoellmer, "Knowledge-Based Support in Help-Desk Environments", IT Professional, vol.2, no. 1, pp. 44-48, January/February 2000, doi:10.1109/6294.819939
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