The case-based reasoning (CBR) approach is a modern approach. It is adopted for designing knowledgebased expertise systems. The aforementioned approach depends much on the stored experiences. These experiences serve as cases that can be employed for solving new problems. That is done through retrieving similar cases from the system and utilizing their solutions. The latter approach aims at solving problems through reviewing, processing and applying their experiences. The present study aimed to

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... hed a light on a CBR application. That is done to develop a new system for assisting Internet users and solving the problems faced by those users. In addition, the present study focuses on the cases retrieval stage. It aimed at designing and building an experienced inquiry system for solving any problem that internet users might face when using a case-based reasoning (CBR) dialogue. That shall enable internet users to solve the problems faced when using the Internet. The system that was developed by the researcher operates through displaying the similar cases through a dialogue. That is done through using a well-developed algorithm and reviewing the relevant previous studies. It was found that the success rate of the proposed system is high. KEYWORDS: IT support, similarity metric, case-based reasoning conversational case-based reasoning, IT problem management.