This article describes Compaq QUICKSOURCE, an electronic problem-solving and information system for Compaq's line of networked printers. A major goal in designing this system was to empower Compaq's customers with expert system technology, allowing them to solve advanced network printer problems entirely on their own. This process minimizes customer down time; reduces the number of telephone calls to the Compaq Customer-Support Center (resulting in monetary savings); improves customer satisfaction; and, perhaps most importantly, differentiates Compaq printers in the market-place by providing the best and most technologically advanced customer-support facility. This approach also represents a reengineering of Compaq's customer-support strategy and implementation. In its first-generation system, SMART, the objective was to provide expert knowledge to Compaq's help-desk operation to better and more quickly answer customer calls and problems.

Compaq customer-support representatives were hired to provide technical support on a wide range of topics, from simple productinformation requests to questions about complex, networked environments. With an expanding product line, 24-hour technical support, and a 3-year product warranty, the need for support tools was high. SMART was designed only for use in Compaq's Title: Win, MS Word - Fonts not updated correctly Description: H/W - N/A HOST - PC OPERATING ENVIRONMENT - Windows 3.x APPLICATION S/W - MS Word for Windows 1.1a SYMPTOMS - The fonts just added in ATM are not available in the Microsoft Word Font menu. Questions What printer issue do you need help on? Windows What major release of Windows are you running?