INTELLIGENT REFINING OF CUSTOMER PROBLEM INFORMATION TEMPLATES
Original Publication Date: 1999-Jun-01
Included in the Prior Art Database: 2002-Aug-21
We describe here a method of retaining the flow of knowledge between a customer's own attempt at resolving his problem and the opening of a problem ticket at the helpdesk. This gives rise to the benefit of an intelligent method of combining the efforts of the customer in trying to find a solution to their own problem and the necessary templates for getting back the complete set of essential information for a particular type of problem.