Online support technique to support elimination of problems arising in device
First Claim
1. :
- An online support method that gives online support to eliminate a problem arising in a device, said online support method comprising the steps of;
(a) providing a user of the device with a specific form that enables the user to input and transmit information with regard to the problem;
(b) providing the user of the device with support information, which is prepared in advance for elimination of the problem, prior to said step (a); and
(c) obtaining browsing record information, which represents a user'"'"'s browsing record of the support information, in addition to the information input in the specific form.
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Abstract
The online support system of the present invention provides each user with possible resolutions and operations to eliminate problems and troubles arising in a device of the user in the form of Web pages. The online support system allows the user to gain access to a Web page defined by the URL, which is specified according to user'"'"'s input information, for example, the model name of the device, the nation, the operating system, and the type of a problem. Possible resolutions and operations against a specific problem, which are prepared in advance, are then displayed for self help on the browser. The operations and resolutions are provided in a stepwise manner in response to user'"'"'s instructions until the problem is eliminated. When the problem is not eliminated by any of the possible operations and resolutions, the online support system displays an E mail (electronic mail) transmission form. The transmission form allows the user to gain E mail support. The user inputs regular pieces of information generally required for the support and arbitrary pieces of information with regard to the specific problem in the transmission form. Data processed by the device and a browsing log of the possible operations and resolutions against the specific problem are also added to such information. This online support system enables the user to effectively use both self support by the possible resolutions and operations prepared in advance and the E mail support, thus efficiently eliminating the problem arising in the device of the user.
30 Citations
37 Claims
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1. :
- An online support method that gives online support to eliminate a problem arising in a device, said online support method comprising the steps of;
(a) providing a user of the device with a specific form that enables the user to input and transmit information with regard to the problem;
(b) providing the user of the device with support information, which is prepared in advance for elimination of the problem, prior to said step (a); and
(c) obtaining browsing record information, which represents a user'"'"'s browsing record of the support information, in addition to the information input in the specific form. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 26, 27, 28, 29, 30)
- An online support method that gives online support to eliminate a problem arising in a device, said online support method comprising the steps of;
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15. :
- An online support method that gives online support to eliminate a problem arising in a device, said online support method comprising the step of;
providing a user of the device with a specific form that enables the user to input and transmit information with regard to the problem, wherein the specific form comprises a first part that asks the user to input specific information, which is generally required for analysis of the problem, and a second part that enables the user to input arbitrary information with regard to the problem. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25)
- An online support method that gives online support to eliminate a problem arising in a device, said online support method comprising the step of;
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31. :
- An online support system that gives information to a client and thereby carries out online support to eliminate a problem arising in a device of the client, said online support system comprising;
a transmission form providing unit that provides the client with a specific form that enables the client to input and transmit information with regard to the problem; and
a link providing unit that provides the client with a link to said transmission form display unit in a predetermined page that allows an access to support information prepared in advance for elimination of the problem; and
a browsing record information obtaining unit configured to obtain the browsing record information from the client in addition to the information input in the specific form, wherein the browsing record information represents a user'"'"'s browsing record of the support information.
- An online support system that gives information to a client and thereby carries out online support to eliminate a problem arising in a device of the client, said online support system comprising;
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32. :
- An online support system that gives information to a client and thereby carries out online support to eliminate a problem arising in a device of the client, said online support system comprising;
a transmission form providing unit that provides the client with a specific form that enables the client to input and transmit information with regard to the problem, wherein the specific form comprises a first part that asks the client to input specific information, which is generally required for analysis of the problem, and a second part that enables the client to input arbitrary information with regard to the problem.
- An online support system that gives information to a client and thereby carries out online support to eliminate a problem arising in a device of the client, said online support system comprising;
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33. :
- A client that gains online support from a predetermined support server to eliminate a problem arising in a device of the client, said client comprising;
a support information display unit that receives support information, which is prepared in advance, from the predetermined support server and displays the input support information;
a browsing information registration unit that registers a browsing record of the support information as browsing information; and
a transmission unit that transmits data required for a further support, which comprises arbitrary information with regard to the problem and the browsing information, to the predetermined support server.
- A client that gains online support from a predetermined support server to eliminate a problem arising in a device of the client, said client comprising;
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34. :
- A client that gains online support from a predetermined support server to eliminate a problem arising in a device of the client, said client comprising;
a processed result storage unit that stores processed result information, which is required to specify a result of either of processing and generation carried out by the device; and
a transmission unit that transmits data required for a further support, which comprises arbitrary information with regard to the problem and the processed result information, to the predetermined support server. - View Dependent Claims (35, 36)
- A client that gains online support from a predetermined support server to eliminate a problem arising in a device of the client, said client comprising;
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37. :
- A recording medium in which a program is recorded, wherein said program functions to drive a device and causes a link to an upper-layered online support Web page, which does not depend upon a model of the device nor a problem, out of support Web pages that provide a client with support information to eliminate a problem arising in the device to be shown in at least one of a setting window that allows a user of the device to specify settings of the device and a display window that displays a working status of the device.
Specification