Integrating Semantic Structure and Technical
Documentation in Case-Based Service Support
Systems

Gerd Kamp

Computer Science Department,University of Hamburg
Vogt-Klln-Str. 30, 22527 Hamburg


Abstract. Help desk systems are one of the most successful application
areas of case-based reasoning. However, case-based reasoning techniques
cover only parts of the whole help desk scenario. One missing part is providing 
access to the technical docummentation. Combining these becomes
especially important in the area of service support systems, where the
service person has no access to the printed documentation. This paper
presents a concept how to integrate CBR and technical documentation
for service support systems.
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