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Most computer users today frequently face the problem of hardware, software or computer and network usage. Sometimes, a helpdesk staffmay not be immediately available when the user needs help, especially in home use or small business. This paper proposed the new prototype help desk service system using an expert system shell for the implementation. The automated helpdesk service system by the use of expert system in development provides end users with direct access to the services at any time. The system supports the user as the help desk staffand supporting IT staff. It provides a useful range of problem solving tools and helpful suggestions about checking and resolving computer hardware, software, and network problems. Furthermore, it is aimed at identifying the root causes of problems and provides a step by step guide to solving them. The scope of this study is confined to the microcomputer and personal computer only. In the development phase, the first task was to analyze the problem domain "computer helpdesk service"; to define the scope and conceptualization of expert systems; and to define the limits of the expert system domain. The next task was to extract knowledge from the context and to create knowledge base script as a hierarchically related subject list using the production rules. The inference mechanism used, backward-chaining, begins with the problem information. The system searches its rules by looking for ones which contain the goal. If it is matched, it will then display all possible causes of the problem. The third task was to design and to create a main menu interface in order to limit the scope of the application using a closed-end question in an interview. Finally, the screenshots of an active application window are printed out.
Keywords: Computer helpdesk service, Helpdesk service, Knowledge based system, Expert system.
1. Introduction
An expert system is a type of artificial intelligence program that emulates the interaction a user might have with a human expert to solve a problem. The user answers by selecting one or more answers from the list or by entering data. The computer will continue to ask questions until it has reached a conclusion. The conclusion may be the selection of a single solution or a list of possible solutions arranged in order...