Solution using Outlook-based outliner
One combined solution:
PocketThinker outliner for Outlook.
Use PocketThinker outline to describe problem in outline form - PocketPC, DeskTop compatible.
Editor annotates the outline, defines "active words and phrases", stores outline in Oracle Text using GeniusConnect, adds to Oracle Text thesaurus, connects PocketThinker outlines to ActiveWords where applicable, orchestrates customer feedback into Oracle Text.
Then have outlined solutions with three ways of retrieving:
1) via Oracle Text
2) via ActiveWords
3) via PocketThinker
Outlining = analysis of the problem
Editor helps in compiling syntheses of the problem
Help-Desk employees encouraged to generate new ActiveWords and new analyses in outline form. Could also be encouraged to systematically contribute to the thesaurus in Oracle Text.
ActiveWords = www.activewords.com
PocketThinker (outliner for Outlook) = www.pocketthinker.com
GeniusConnect (Outlook to Oracle link useful for above and for storing customer e-mail feedback) = www.geniusconnect.com
