7. This employee self-service search tool uses natural language and follow-up questions

This employee self service (ESS) tool lets employees use natural language and specific questions to find answers to problems on their own. This is the answer to the seventh question of SearchCRM.com's employee self service quiz.

7. This type of employee self-service search tool allows users to enter a problem using a natural language, then work through a troubleshooting session which narrows the problem with follow-up questions.

ANSWER: D

Case-based reasoning (CBR) tools allow for self service through inputting questions or problems and answering follow-up questions to find a solution. Read about how Chrysler dealership technicians used a CBR tool to resolve automotive problems more quickly and independently.

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This was first published in November 2006

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