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Software Artistry Inc. will ship this month a new OS/2 version and an enhanced DOS release of Expert Advisor, its help desk automation software that integrates call- and problem-tracking capabilities with problem diagnostics.
Both versions of Expert Advisor combine knowledge-based expert systems and hypermedia decision trees to lead help desk staff through problem resolution procedures. From a single screen, users have instant access to inventory information, caller-specific data, and call and problem histories.
In addition, the application offers a wealth of problem determination facilities, including rule-based expert systems and case-based reasoning. …