Published: 26 June 2001
Analyst(s): Kevin Lucas
ServiceWare's ability to solve knotty helpdesk problems rests in part upon its case-based reasoning engine, and crucially upon the knowledge that it encapsulates. Under version 4.0 of its eService Suite, the engine is to be rebranded as MindSync, since customers no longer fall for scientific names like Cognitive Processor. But the real value in the release lies in new ways to capture knowledge.
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