Design of High Performance Help Desk Application and Its Implementation Results

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The primary purpose of this paper is to discuss the design and implementation of an automated help desk application called "Remote Expert System To Optimize Repair Efficiency" (RESTORE) currently deployed in the IBM Corporation at Rochester, Minnesota. It was designed in 1992 mainly to enhance the support of AS/400 business computer systems. In order to familiarize those readers with the topics being discussed, an overview of the product support strategy will be provided as a part of the introduction.