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To find solutions, Adaptive Learning uses a
process that involves several steps. Understanding these steps is key to understanding how
to configure Adaptive Learning to function most efficiently. The steps are as follows:
- A help desk analyst types a description of a caller's problem in the Call Registration dialog box.
Example: "Microsoft Word locks up when I try to print."
- Adaptive Learning searches the problem description for keywords. Keywords are
any words or phrases that might be helpful in finding a solution.
Example: Keywords include "Microsoft," "Word,"
"lock," "print," and "system failure."
- Adaptive Learning uses the Thesaurus to match keywords with concepts. Concepts
are synonyms for the whole list of keywords with which they are associated.
Example: The keyword "lock" might be associated with the
concept "GPF." Other keywords associated with the concept "GPF" might
include "freeze," "crash," "system failure," and so on.
- Adaptive Learning retrieves any solutions related to the concepts it matched with the
keywords in the description.
Example: Adaptive Learning retrieves any solutions related to the concept
"GPF." In addition, Adaptive Learning can use the problem's SCIM information to
identify possible solutions.
- If one of the solutions solves the caller's problem, the help desk analyst activates
that solution. Using the
Learn Utility, Adaptive Learning learns that this solution is likely to solve
other problems involving the same concepts. The next time Adaptive Learning searches for
solutions to a similar problem, the solution that worked previously has a higher score
than before. That is, the probability is good that it is the correct solution.
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