Press Release - ServiceSoft Corporation Company Profile ServiceSoft introduces advice library for desktop computing™, the meta knowledge base combining it solutions from leading publishers Comprehensive Collection of Computer Information and Interactive "Learnlets" Enables Corporate Help Desks to Answer Questions about Common Desktop Applications NEEDHAM, MA – October 26, 1998 – ServiceSoft Corporation, the leader in web-based knowledge management solutions for customer service, today announced the introduction of Advice Library for Desktop Computing™. The pre-packaged knowledge base contains over 100,000 problem-resolution solutions for personal computer hardware and software products, including Microsoft Windows and Office, Lotus SmartSuite, Corel WordPerfect, Netscape Navigator, Internet Explorer, and over 30 other leading applications. Complementing ServiceSoft's Knowledge Builder® and Web Advisor®, the leading solutions for intelligently capturing and delivering an organization's own unique knowledge, Advice Library for Desktop Computing enables corporate help desks to accurately answer questions about standard desktop applications and quickly deploy self-service support for their employees. "Internal help desks need to deliver advice about both common desktop programs and their own unique applications," said Dave Tarrant, president and CEO of ServiceSoft Corporation. "ServiceSoft's Web Advisor and Knowledge Builder are already the premier solutions for delivering support information about a company's own applications. With the addition of Advice Library for Desktop Computing, ServiceSoft satisfies the breadth of the help desk's requirements by providing both the pre-packaged knowledge they need and the ability to deliver effective answers to questions about their own applications, policies and procedures." Advice Library for Desktop Computing guides users to the most appropriate answers for their personal computer questions. The meta knowledge base incorporates content from leading publishers such as: Micro House International, KnowledgeBroker, The Cobb Group, Osborne Publishing, Ziff-Davis Education, and other premier publishers of technical support advice, along with current recommendations from the Web sites of over 40 leading hardware and software manufacturers. In addition to quarterly updates of the published content, Advice Library for Desktop Computing provides access to vendors' Web sites for the latest bug fixes, patches, and tips. Advice Library for Desktop Computing also includes interactive, multimedia Learnlets that provide "just-in-time" employee training – allowing end users to receive immediate training on key software applications right at their desks. This key feature significantly reduces the number of calls that need to be escalated to the help desk by empowering employees to solve their technology problems easily and conveniently. Intelligent Delivery of Knowledge on the Internet Advice Library for Desktop Computing works with ServiceSoft's flagship Web Advisor and Knowledge Builder software to offer a comprehensive technical support solution for enterprise organizations. Its extensive content is interactively accessed through Web Advisor's powerful problem-resolution technology, providing an intelligent, guided approach to accessing information for both help desk support agents and employees using self-service support on the corporate intranet. In addition, Knowledge Builder's proven Expert Reasoning™ methodology and intuitive interface make it easy for an organization to add new solutions and support information about a company's own products and proprietary applications. Pricing and Availability Advice Library for Desktop Computing is available immediately from ServiceSoft and its authorized resellers. The annual subscription fee, beginning at $10,000 per server, includes quarterly updates of Advice Library for Desktop Computing's published content. About ServiceSoft ServiceSoft Corporation (www.servicesoft.com), headquartered in Needham, Mass, is the leader in web-based knowledge management for customer service. It offers the industry's only complete suite for harnessing customer service expertise, and instantly guiding end users and support professionals to the right solutions via the Web. ServiceSoft's Knowledge Builder® and Web Advisor® enable Global 2000 companies, such as Xerox, Wang Global, Intel and Cisco Systems, to quickly increase customer satisfaction while reducing support costs. Breaking new ground with its Expert Reasoning and advanced collaboration technologies, ServiceSoft helps companies deliver problem-resolution solutions to support professionals and intelligent self-service support to customers and employees. ### ServiceSoft, Web Advisor, Knowledge Builder, Expert Reasoning, Workflow Editor, Advice Library for Desktop Computing, and Smart Answers on the 'Net are registered trademarks or trademarks of ServiceSoft Corporation. All other products or company names are registered trademarks or trademarks of their respective owners. http://www.servicesoft.com Contact: Leila Dillon Manager, Marketing Communications ServiceSoft Corporation 781.449.0049 ext.238 ldillon@servicesoft.com Amy Conefrey/Maureen Clancy The Weber Group 617.441.4000 ext. 235/239 aconefrey@webergroup.com Search the News Archives Home | Daily Report | Resource Center | Company | Affiliations | Research | Contact Us © 1998 Real Market Research Corporation.          Real Market is a registered trademark of Real Market, Inc.