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.
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.
This was first published in November 2006