KNOWLEDGE-BASED SYSTEMS FOR USERS

Abstract

Although knowledge-based systems are already assisting help-desk staff in the IS department to solve systems development and similar problems, they have yet to become a fully functional part of user support help desks. The two adviser applications described in this article illustrate how easily these knowledge-based systems can be developed and, even more important, how more productive they can make the help-desk staff and the users themselves.

Additional information

Notes on contributors

Jack Armstrong

JACK ARMSTRONG, Product manager for AICorp Inc. Waltham MA, is responsible for 1st ClASS and Works with custumers in the development of help-desk applications.