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Problem resolution 101

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The University of Arkansas (  is using a knowledge management and Web self-service application to improve communications for students, faculty and staff.

The new system--Answer Suite from Skywire Software ( --automates the problem resolution process and makes it easier for students to find information about the university. They can learn, for example, information about residential life, computer labs, e-mail setup and support and wireless services.

According to a recent press release from Skywire, the University of Arkansas previously offered call center and Web site support, which was updated via a content management system. But the site contained so much information that it could overwhelm students, and the information sometimes changed faster than it could be updated. The University wanted a support system that would streamline the delivery of services, yet be dynamic and effective.

"Our goals were to reduce call and e-mail volumes," says Marie Riley, network client services manager for the University, "provide immediate access to answers, provide up-to-date documentation, minimize escalation issues, maximize support staff effectiveness and increase our student and faculty satisfaction."

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