Procedure based help desk system

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. Keywords Help desk, case based reasoning, guidance.

• Type: Conference
• Year: 2000
• Where: IUI
• Authors: Akira Takano, Yuko Yurugi, Atsushi Kanaegami
• Keywords: Help Desk, Help Desk System, IUI 2000, Procedure Based Help, Software Engineering