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Problem characterisation: Two main factors are the domain and environment of the system
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Domain: Products and tasks supported
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Environment: User, location, time, purpose
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Product Support Problem is a 4-tuple PSP := (MOD, HYP, CON, OBS)
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MOD represents the domain knowledge
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HYP is a finite set of combinations of MOD (hypotheses)
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CON stands for the knowledge about the application environment
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OBS is a finite set of observations from the query
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A hypothesis can be a Product Support Solution only if when combined with MOD and CON can infer OBS or a subset of OBS