Fuze creates knowledge base solutions that allow you to populate answers to typical questions. You can set expiration dates on answers, set triggers to review answers and get notified when users have new questions or are unsatisfied with their results, and get reports on top questions. It really cuts down on answers to frequently asked questions/problems. It could be used by or even in place of inexperienced techs.
www.fuze.com I don't think it's cheap, but those that use it seem to love it. Bill -----Original Message----- From: Richard Stovall [mailto:[email protected]] Sent: Friday, June 05, 2009 10:06 AM To: NT System Admin Issues Subject: Decision tree / troubleshooting software recommendations I am looking for a piece of software, but I don't know exactly what I'm looking for and thought I'd shout out to the folks here to see if there are any recommendations. What I'm trying to do is find something that will help me create decision trees/matrices so that less experienced techs can troubleshoot specific problems. I can create detailed implementation documents all day long, but they are difficult for other people to use in a pinch when trying to resolve a problem quickly and I'm not available. I know I can create Visio diagrams and such, but I was wondering if there was a package out there specifically tailored for this kind of thing. We're a small shop (<100 users) and don't have a formal helpdesk or trouble ticketing system. Perhaps we should move down that path as complexity increases, but we're not there today. Thanks. Any ideas or suggestions would be helpful. RS ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~
