The ServiceDesk database stores answers to frequently asked questions (FAQ) and is accessible through a Web browser. If a user can't find a solution, ServiceDesk will interpret the question and route it to the most appropriate customer representative. Once resolved, the representative can enter the problem into the FAQ database.
The software also tracks records on customer satisfaction by group or by individual. ServiceDesk users--whether a company manager reviewing records, a company support staff member answering questions, or a customer browsing a FAQ database--need only a Web browser.
Available in the first quarter of 1997, ServiceDesk licenses will be priced according to the number of support staff using the software.