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The viewer of claim 6, the costing means further comprising means for determining a cost associated with a corrective action retrieved from the knowledge base, based on a repair history of a particular physical system being cross-referencing means is configured so that at least one suspect, when entered into the viewer, cross-references the corrective action element in both decision trees and causes retrieval of a query element in each decision tree higher than the markup language element relating to the cross-referenced corrective action.13.The viewer of claim 1, the knowledge base comprising a plurality of decision trees, at least a first decision tree and a second decision tree including a functionally identical query element, and further comprising14.A method of authoring a knowledge base in a markup language, the knowledge base comprising a plurality of markup language elements, each element being identifiable by at least one markup language tag, comprising the steps of:associating a query tag with each of a plurality of elements in the knowledge base to define query elements, each query element comprising a quantity of prose which instructs a user to make an observation about a physical system;associating a corrective action tag with each of a plurality of elements in the knowledge base to define corrective action elements, each corrective action element comprising a quantity of prose which instructs a user to perform an action on a physical system;providing cross-reference tags to query elements and corrective action elements, to establish relationships among preselected query elements and corrective action elements, whereby each of the plurality of query elements is associated with at least two elements including either a corrective action element or another query element.associating a test tag with each of a plurality of elements in the knowledge base to define test elements, each test element comprising a quantity of prose which instructs a user to perform a test on a physical system;providing cross-reference tags to establish relationships among preselected test elements and query elements, whereby each of the plurality of test elements is associated with a query element which instructs the user to make an observation about a physical system following the test performed according to the test element.17.The method of claim 14, further comprising the step of providing, for a relationship between a first query element and a second query element, a cross-reference tag referencing a test element comprising a quantity of prose which instructs a user to perform a test on a physical system in response to a possible response to the first query element, and wherein the second query element instructs the user to make an observation about the physical system following the test performed according to the test element.18.The viewer of claim 6, the costing means further comprising means for determining a cost associated with a corrective action retrieved from the knowledge base, based on a customer profile of a particular physical system being serviced.10.The viewer of claim 6, the costing means further comprising means for determining a cost associated with a corrective action retrieved from the knowledge base, based on an operating environment of a particular physical system being serviced.11.Such electronic text can be viewed by a human user only if displayed on a screen or embodied on a printed page.One common system for organizing text within a computer memory is "standardized generalized markup language," or SGML.

With the computer age, however, it has become possible to speak of text existing in an essentially disembodied form, such as in an electronic memory, within a single computer or accessible over a network.For example, in SGML, a "book" can contain a number of "chapters," a "chapter" can include a number of "sections," a "section" can include a number of "paragraphs," and so forth, with the hierarchy of organization going down to the smallest and most specific elements.It is also known to include bitmaps for drawings within a markup language such as SGML, and consider the picture itself an element.For many decades, a typical organizing principle of documentation, such as for a copier or printer, is to provide a relatively large number of what are in effect flowcharts, or decision trees, for performing diagnostics on the particular machine.Such flowcharts include instructions for setting up a particular test on a particular small portion of the machine and then requiring the human tech rep to answer one or more queries about the test.

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