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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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