Knowledge-based systems for users. Enhancing the productivity of help desks

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.