Decision Tree or Expert System Tools

Question

I'm trying to find a tool which I can input information in for supporting end customers with queries. I often find our department is posed the same questions and the same solutions can be provided. I.e. can't connect to the internet application - first reboot, then can you connect to the internet, if you can, can you connect to the application now?

Those are the kind of decision tree's I'm trying to represent, fairly simple and straight forward but will end up being too large to put in a a Visio diagram.

I'd like something that is web based so a few people can contribute to the trees and help build them up over time, plus they can be used by different support personnel.

Thanks in advance Matt Brooke

Answer 1

The closest I've found has been the "troubleshooters" of http://www.kayako.com/solutions/esupport/

I'm still looking to see if I can create different answers for employees and customers.

Looking forward to any additional answers.