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New Web-based Service Allows Users to Access Help Desk Support from Desktop

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e - 14 Jun 2000:

This knowledge management tool dynamically sorts HelpNow! inquiries into service categories, like application or automated-help support. For example, a password reset is an automated-help service inquiry, where an automated system can immediately fulfill the request. e-classifer also can route problems requiring human support to the appropriate technical experts and digital queues.

e-advisor - For those instances when an answer cannot be found via the Web portal, HelpNow! gives users the ability to engage in a live, online consultation with a subject matter expert.

Services Portal - Users can access a basic set of tech support resources and integrate their own Web-enabled services and proprietary information resources into HelpNow!.

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