computer software program for use in the field of customer relationship management, namely, a central interface in the nature of a knowledge-base for customer care functions, namely, greeting scripts, telephony integration and alerts, relationship management, customer trouble history, decision tree support and support article creation tools for diagnosis and resolution steps, scheduled callback management, e-mail account testing, FTP tester, ping and trace-route tools, as well as client detail entry and reporting for use in web-based help-desk management

'account':60 'alert':35 'articl':46 'base':24,83 'callback':55 'care':27 'central':15 'client':73 'comput':1 'creation':47 'custom':10,26,38 'decis':41 'desk':86 'detail':74 'diagnosi':50 'e':58 'e-mail':57 'entri':75 'field':8 'ftp':62 'function':28 'greet':30 'help':85 'help-desk':84 'histori':40 'integr':33 'interfac':16 'knowledg':23 'knowledge-bas':22 'mail':59 'manag':12,37,56,87 'name':13,29 'natur':19 'ping':64 'program':3 'relationship':11,36 'report':77 'resolut':52 'rout':68 'schedul':54 'script':31 'softwar':2 'step':53 'support':43,45 'telephoni':32 'test':61 'tester':63 'tool':48,69 'trace':67 'trace-rout':66 'tree':42 'troubl':39 'use':5,79 'web':82 'web-bas':81 'well':71

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