Online tools that help desk staff members can use to help customers are less common, although implementations are underway and others are largely planned. Web access to online help documents is common, but few support services offer access to a knowledge base or automated problem tracking systems. Although intelligent “learn and adapt” frequently asked questions (FAQ) systems are very rare, their growth rate appears to be high. Although intelligent “learn and adapt” frequently asked questions (FAQ) systems are very rare, their growth rate appears to be high. Only about 35% of respondents say their institutions use self-service tools effectively to reduce demand for help desk services. Help desk automation features were widely used across our survey population, with a strong majority of institutions adopting or planning to adopt each of the five we asked about. This endorsement of the features we chose to ask about is likely related to sales support management software vendors' typical bundling of these features with others. More than 60 percent of institutions surveyed told us they were using or planning to use such an integrated system. Respondents showed less progress in implementing tools for help desk staff to provide assistance. Although the implementation of these two tools – a website providing access to help desk documents and a set of