Downloadable and/or recorded computer software that provides automated fixes, website links, and knowledge based articles to assist with the troubleshooting of computer problems; Downloadable and/or recorded computer software that displays a series of questions and predetermined responses which guide a user toward an optimal solution using a series of steps in a documented process; Downloadable and/or recorded computer software for providing self-services functionality to end-users, namely, ticketing systems, documentation repositories, and system availability for network services

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