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Knowledge Based Systems for Help Desk Support
A research project sponsored by BTplc from June to December 1991.
1993 A.M. Dearden & D.G. Bridge Choosing a Knowledge Based System to
support a Help Desk. Knowledge Engineering Review, 8(3), 201 - 222
1992 D.G. Bridge & A.M. Dearden Knowledge Based Systems Support
for Help Desk Operations: A Reference Model. Int. J. Systems Research
and Information Science, 5, 217 - 234.