文档介绍：A Study on Remote Technical Support System Based on
Modern Information Technology
Hua ZOU(1), Weining FANG(2)
(1) National Laboratory of Switching Technology and works,
Beijing University of Posts and munications, Beijing 100876, ,
(2) College of Mechanical and Electrical Engineering, Northern Jiaotong University
E-mail: ******@bupt.
the types of customer range from the final user to the
Abstract: This paper provides the concept of remote
support engineer and even the salesman who need
technical support system, and analyses its important
more technical details to provide better service.
roles in the future development of enterprises. A
number of key technical issues involved are Technical support provides services such as support
investigated, and a basic model for remote technical for product use, maintain and problem solving, and
support system based on modern information support for information search and retrieval. Here
technology is provided. information includes technical details, FAQ,
knowledge base, user guide, price sheet, and even
Key Words: Technical Support, Remote Access, IT,
other product’s information that have relationship
with this product.
During one remote support service delivering, the
1 Introduction support engineers and customers are separated by
distance, and the support service is delivered via print,
Tod