Applied Systems, Inc.

Rough Notes, Oct 1999 by Malecki, Donald S

Applied Systems, Inc., announced the introduction of a selfhelp Internet support service designed to provide The Agency Manager (TAM) users access to solutions to the most common system problems, 24 hours a day, seven days a week. Knowledge Base, will give Applied Systems' WinTAM and Vision users a unique avenue to obtain 24-hour Web assistance with technical issues. The Knowledge Base will provide options for accounting, communications, forms and general TAM. Once a topic is selected, the user can choose from a menu of different preferences. A user can choose a hyperlink to common questions and problems, or narrow down the problem based on a series of interactive questions, which then direct the user to an answer. Or, the user can type in a description of the problem in the Natural Language Search box to find the solution quickly and without assistance. In the event that a user cannot locate the appropriate answer to a question, Knowledge Base will link the problem to the Applied Systems Call Tracking System, and a technician will field the call and contact the user with a timely and reliable solution.

Knowledge Base is constantly being populated and updated by an Applied Systems' custom-built program called Know-It-All1, which allows technicians to offer suggestions for items that should be added to or changed in Knowledge Base. The Know-It-All system ensures that all data has passed a peer review process prior to being documented in Knowledge Base and is consistent with standard support practices.

For more information about Knowledge Base, contact Jeff Lebioda, Marketing Manager, Applied Systems, by phone at (708) 534-5575, by e-mail at jlebioda@appliedsystems.com or by fax at (708) 534-2266.