Help-Desk Solution Automates Problem Reporting, Expedites Repair

Primus Knowledge Solutions Inc., Seattle, and Calgary, Alberta, Canada-based Control-F1 Corp. have teamed to offer a help-desk technology solution that expedites the repair of computer problems, according to the companies. Combining support automation and knowledge management software, end-users can find answers to computer problems, automate the resolution process, and complete the repair cycle, say the help-desk solutions providers. The solution's problem detection, diagnosis and repair sequence gathers the facts and symptoms of the problem to ensure proper problem framing. SupportBridge automation tools enhance fact gathering and ensure all the information collected is automatically entered in the Primus Knowledgebase. Once the problem frame is created with facts and symptoms, it then may be used to do a thorough search of the Primus Knowledgebase to look for similarly framed problems and solutions captured during previous support incidents. "Fast, accurate delivery of the resolution through intelligent repair automation is a dramatic improvement from traditional support delivery through the phone," says Geoff Thompson, CEO of Control-F1.

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