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Responsive Knowledgebase
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Version
1.01
Responsive KnowledgeBase is a helpdesk tool that
allows you to record solutions to tech support
problems and search for those solutions in the
future. That is, it lets you create a database of
technical problems and their solutions. When a
customer calls in with a problem, you can quickly
search the database to see if that problem has been
solved in the past. If it has, RKB displays the
solution.
Here's an example:
A user calls in and says that when she uses your
application and tries to print, the screen flashes
orange, and the application crashes with the
message "Instruction at 0x780012f3 referenced memory
at 0xaa000000". You work on the problem, and
determine that the problem is solved if the user
upgrades to the latest HP Printer Driver.
You start RKB, and click the Add button. The
Problem/Solution dialog appears and you type in both
the reported problem and the solution.
One month later, another user calls in and says "Hey
man, every time I want to produce a printout, the
screen flashes orange, and your program crashes!"
You type "Orange" into RKB's Find box, press Enter,
and the screen displays all the problems which have
the word "Orange" in them.
You see a problem that seems to match the one that the
current user is having, so you double click on it.
The Problem/Solution dialog appears, and shows you
that the solution is for the user to upgrade to the
latest HP printer driver.
You read the solution to the caller, and you're done.
To recap, you use RKB to enter a large number of
problems and their solutions. When users call with
tech support questions or problems, RKB searches
through the database and finds all of the relevant
solutions.
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