“We
went with the dtSearch Engine after benchmarking
it over a number of other products ... On
sheer processing, dtSearch pulled ahead.”
|
|
Premirus has Gold Certified status
in the Microsoft Partner Program. Consultants now
working for Premirus Technologies Corporation
used a Web-based integrated
document solutions approach when setting up a combination
knowledge base and technical help desk for a large
enterprise IT shop. "Help desk questions could
be anything from where is the ‘any’
key to complex usage questions on custom applications,"
explained Kevin King, a Premirus founder and principal.
"The help desk operators would go in and enter
a help desk call or knowledge base article."
For full-text searching in the help desk / knowledge
base system, Premirus consultants picked the dtSearch
Text Retrieval Engine. "We went with the
dtSearch Engine after benchmarking it over a number
of other products," said Kevin King, Premirus
founder and principal. "On sheer processing,
dtSearch pulled ahead, both when crossing multiple
indexes, and when handling larger single indexes.
In fact, in the final analysis, dtSearch was so
good, and so much better than the competing products,
benchmarking was cut short by a final decision
by the developers to move ahead with dtSearch."
|
“Search
time was half-second or less ... The
daily dtSearch index rebuild would take just
a couple of minutes, including a few hundred
new help entries.”
|
|
The help desk / knowledge base system
integrated the dtSearch Engine as follows. "Help
desk or knowledge base data entries would come
into the system through HTML forms, aggregated
from the fields in original documents. The data
was then inputted through the Web using input
ActiveX controls. The dtSearch Engine provided
the search mechanism for the output data."
Within the system, Premirus consultants’
used the dtSearch Engine for both full-text and
fielded data searching. "Search time was
half-second or less. We could search for a certain
user, or a certain subject, either by fielded
searches or full-text searching. Using full-text
searching across the help desk database allowed
us to find help desk calls on related topics,
where the relationship might otherwise have been
missed."
Premirus consultants made heavy use of the dtSearch
Engine’s fuzzy search feature, turning it
on by default to sift through typographical or
spelling errors. "We turned fuzzy searching
on automatically to account for mistypings."
For system maintenance, Premirus liked dtSearch’s
speed at index updates, as well as its automation
capabilities. "We set the system to automatically
update the indexes daily. The daily dtSearch index
rebuild would take just a couple of minutes, including
a few hundred new help entries."
Premirus consultants also note that while the
system was developed as a combination help desk
and knowledge base system, the same system could
be used in numerous other contexts. "In this
case, we also used the same system for inventory
management of our PCs, printers, servers, etc.,
including work orders, etc. In future cases, the
same system could work for custom relationship
management, supplier relationship management,
and much more."
Premirus
has attained Gold Certified status in the Microsoft
Partner Program with competencies in Advanced Infrastructure
Solutions, ISV/Software Solutions, and Networking
Infrastructure, recognizing Premirus Corporation's
expertise and total impact in the technology marketplace.
As a Gold Certified partner, Premirus Corporation
has demonstrated expertise with Microsoft technologies
and proven ability to meet customers' needs. Microsoft
Gold Certified Partners receive a rich set of benefits,
including access, training and support, giving them
a competitive advantage in the marketplace.
To contact Premirus Technologies Corporation for
consulting work, please visit them on the Web
at www.premirus.com.
Or contact Kevin King of Premirus by email to
Kevin.King@Premirus.com or through his direct
line at 866-431-1746.
|
