Procedure based help desk system

ABSTRACT

In this paper, we describe an outline of “Procedure based help desk system”. Preparing enough amounts of contents for help desk system is important for constructing an efficient help desk system. However, the preparation of contents is a hard job for contents-creators (usually, who is an expert of the work.). To support making help desk contents, we developed “Procedure based help desk system”. Primary functions of this system are to easily generate help desk contents about software usage (They will be called as “procedure data”.). Then the system classifies procedure data and constructs procedure database. Also the system provides useful functions to refer accumulated procedure data.

REFERENCES

• 1: List of various help desk software. Available at http:Nwww.helpdesk.comlsoftware.html .
• 2: Gregory Simsic , David Lai, Photoshop Type Magic 2 (with CD-ROM), Macmillan Publishing Co., Inc., Indianapolis, IN, 1996
• 3: Allen Cypher , Daniel C. Halbert , David Kurlander , Henry Lieberman , David Maulsby , Brad A. Myers , Alan Turransky, Watch what I do: programming by demonstration, MIT Press, Cambridge, MA, 1993

INDEX TERMS

Primary Classification:
  I. Computing Methodologies
  I.2 ARTIFICIAL INTELLIGENCE

General Terms:
Algorithms, Experimentation, Theory

Keywords:
case based reasoning, guidance, help desk