Cloud-based communication account security
First Claim
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1. A method comprising:
- receiving, by a computer system comprising a processor, over a network, a request to resolve a problem relating to a user device, wherein the request is received from one of a preinstalled application associated with the user device or from a user of the user device, and wherein the request comprises initial symptoms provided by the one of the preinstalled application associated with the user device or the user of the user device;
selecting, by the processor, based at least in part on the initial symptoms of the request provided by the one of the preinstalled application associated with the user device or the user of the user device, a diagnostic algorithm of a plurality of diagnostic algorithms to analyze data associated with the user device to identify symptoms of the problem and diagnose a cause of the symptoms identified, wherein the diagnostic algorithm, when executed by the processor, causes the processor to perform operations comprisingidentifying applications that are generating traffic on the user device,mapping network connections for the applications that are generating traffic on the user device, andcomparing the network connections for the applications that are mapped with preapproved network connections for the user device to diagnose at least one unapproved mapped network connection as the cause of the symptoms identified; and
searching, by the processor, to identify a solution to resolve the cause of the symptoms identified, wherein the solution to resolve the cause of the symptoms identified is based at least in part on diagnosis of the at least one unapproved mapped network connection as the cause of the symptoms identified.
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Abstract
A request is received over a network to resolve a problem relating to a networked user device. The request is accepted in order to provide user service. Based on the request, one of multiple available diagnostic algorithms is selected to analyze user data related to a user'"'"'s account to identify symptoms of the problem and diagnose a cause of the symptoms identified.
38 Citations
11 Claims
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1. A method comprising:
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receiving, by a computer system comprising a processor, over a network, a request to resolve a problem relating to a user device, wherein the request is received from one of a preinstalled application associated with the user device or from a user of the user device, and wherein the request comprises initial symptoms provided by the one of the preinstalled application associated with the user device or the user of the user device; selecting, by the processor, based at least in part on the initial symptoms of the request provided by the one of the preinstalled application associated with the user device or the user of the user device, a diagnostic algorithm of a plurality of diagnostic algorithms to analyze data associated with the user device to identify symptoms of the problem and diagnose a cause of the symptoms identified, wherein the diagnostic algorithm, when executed by the processor, causes the processor to perform operations comprising identifying applications that are generating traffic on the user device, mapping network connections for the applications that are generating traffic on the user device, and comparing the network connections for the applications that are mapped with preapproved network connections for the user device to diagnose at least one unapproved mapped network connection as the cause of the symptoms identified; and searching, by the processor, to identify a solution to resolve the cause of the symptoms identified, wherein the solution to resolve the cause of the symptoms identified is based at least in part on diagnosis of the at least one unapproved mapped network connection as the cause of the symptoms identified. - View Dependent Claims (2, 3, 4)
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5. A tangible computer readable storage medium that stores instructions that, when executed by a processor of a computer system, causes the processor to perform operations comprising:
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receiving, over a network, a request to resolve a problem relating to a user device, wherein the request is received from one of a preinstalled application associated with the user device or from a user of the user device, and wherein the request comprises initial symptoms provided by the one of the preinstalled application associated with the user device or the user of the user device; selecting, based at least in part on the initial symptoms of the request provided by the one of the preinstalled application associated with the user device or the user of the user device, a diagnostic algorithm of a plurality of diagnostic algorithms to analyze data associated with the user device to identify symptoms of the problem and diagnose a cause of the symptoms identified; identifying, using the diagnostic algorithm, applications that are generating traffic on the user device; mapping, using the diagnostic algorithm, network connections for the applications that are generating traffic on the user device; comparing, using the diagnostic algorithm, the network connections for the applications that are mapped with preapproved network connections for the user device to diagnose at least one unapproved mapped network connection as the cause of the symptoms identified; and searching to identify a solution to resolve the cause of the symptoms identified, wherein the solution to resolve the cause of the symptoms identified is based at least in part on diagnosis of the at least one unapproved mapped network connection as the cause of the symptoms identified. - View Dependent Claims (6, 7, 8)
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9. A computer system comprising:
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a processor; and a memory that stores instructions that, when executed by the processor, cause the processor to perform operations comprising receiving, over a network, a request to resolve a problem relating to a user device, wherein the request is received from one of a preinstalled application associated with the user device or from a user of the user device, and wherein the request comprises initial symptoms provided by the one of the preinstalled application associated with the user device or the user of the user device, selecting, based at least in part on the initial symptoms of the request provided by the one of the preinstalled application associated with the user device or the user of the user device, a diagnostic algorithm of a plurality of diagnostic algorithms to analyze data associated with the user device to identify symptoms of the problem and diagnose a cause of the symptoms identified, identifying, using the diagnostic algorithm, applications that are generating traffic on the user device, mapping, using the diagnostic algorithm, network connections for the applications that are generating traffic on the user device, comparing, using the diagnostic algorithm, the network connections for the applications that are mapped with preapproved network connections for the user device to diagnose at least one unapproved mapped network connection as the cause of the symptoms identified, and searching to identify a solution to resolve the cause of the symptoms identified, wherein the solution to resolve the cause of the symptoms identified is based at least in part on diagnosis of the at least one unapproved mapped network connection as the cause of the symptoms identified. - View Dependent Claims (10, 11)
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Specification