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Abstract: Help Desks (HD) are units in an organisation that provide support to users of the organisation's products or services. Deployment of Knowledge Based Systems (KBS) might be able to improve the support offered by HDs In this paper, we compare styles of KBS reasoning and assess their suitability for use to support HDs. In our analysis we recognise two broad types of KBS reasoning: those based primarily on some general, explicit model of the knowledge of the domain (whether that model be expressed ... (Update)
Context of citations to this paper: More
.... to express in a specification are drawn from an analysis of the application of ICMs to support diagnostic problem solving at a help desk [2, 4]. Some of these properties have been identified by previous research as generally significant for the design of interfaces to IKBS. We...
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BibTeX entry: (Update)
Andrew M. Dearden and Derek G. Bridge. Choosing a knowledge based system to support a help desk. Knowledge Engineering Review, 8(3):201 -- 222, 1993. http://citeseer.ist.psu.edu/dearden92choosing.html More
@misc{ dearden93choosing,
author = "A. Dearden and D. Bridge",
title = "Choosing a knowledge based system to support a help desk",
text = "Andrew M. Dearden and Derek G. Bridge. Choosing a knowledge based system
to support a help desk. Knowledge Engineering Review, 8(3):201 -- 222, 1993.",
year = "1993",
url = "citeseer.ist.psu.edu/dearden92choosing.html" }
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