Self service software

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Self service software allows authors (typically subject matter experts) to readily automate the deployment of, the timeliness of and compliance around a variety of processes of which they are involved in communicating without having to physically address the questions, needs and solicitations of end users who are inquiring about the particular process being automated.

Self service software primarily addresses closed-loop inquiries whereby the author emulates a variety of known (finite) questions and related (known) responses on hand or required steps that must be addressed to derive and deliver a final answer or directive. Often the author using such software codifies such known processes and steps then generates (publishes) end-user facing applications which can encompass a variety of code bases and platforms.

Self service software is commonly referred to decision support software and even expert systems. It is typically categorized as a sub-topic within the knowledge management topic of software types. Self service software allows individuals and companies alike to address customer support, technical support and employee support inquiries and needs in an on-demand fashion where the person with a question (need) can interface with the author's generated application via a computer, a handheld device, a kiosk, register, or other machine type to secure their answers as if they were directly interacting (talking to) the author.

Self service software vendors include ATG, CRMnext, Kana, Right Now, Kinetics, Microsoft, Oracle, BEA (Plumtree), Safe Harbor, Kanisa and PersonalPro from Topiary Communications, Firefly from Informavores [1]].

[edit] Articles and Key References

Bontis, N., Dragonetti, N., Jacobsen, K. and G. Roos. (1999) "The Knowledge Toolbox: A review of the tools available to measure and manage intangible resources", European Management Journal, 17, 4, 391-402.
Beal, Barney (May 18, 2005) [Self Service Scored In Recent Survey http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci1089620,00.html], [SearchCRM.com]