Knowledge-based Computer Hardware Repair Service System

After-Sale Service is very important in CRM,it can dicide whether CRM is successful.According to this,in the paper a system about hardware malfunction knowledge is designed and exploited.The system can use the knowledge in the knowledge base to find malfunction cause .According to its phenomena,and then provide correct repair solution and rapair man.The emphasis of this paper are knowledge denotation, acquire algorithm and knowledge base conservation. In the process of finding malfunction cause,this paper combines case-based reasoning algorithm and rule-based reasoning algorithm,overcoming their shortcomings.This method can increase the ratio of settling problem.