Targeted Rules and Action Based Client Support
First Claim
Patent Images
1. A method comprising:
- communicating data from a client to a service via a network, wherein the service processes the data to place the client providing the data into at least one group of clients; and
receiving a set of support instructions to troubleshoot a particular operational problem reported to the service by a member of the group other than the client, wherein the instructions are sent automatically by the service to the client based upon the grouping.
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Abstract
Targeted rules and action based support techniques are described, in which, operational data collected from a plurality of clients is used to generate support instructions for troubleshooting operational problems of the clients. Clients are provided targeted access to support instructions based upon information included in the support instructions which matches the support instructions to the clients. In an implementation, clients may be placed in one or more groups based on the analysis of the operational data and may receive support instructions corresponding to the group automatically and without user intervention.
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Citations
20 Claims
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1. A method comprising:
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communicating data from a client to a service via a network, wherein the service processes the data to place the client providing the data into at least one group of clients; and receiving a set of support instructions to troubleshoot a particular operational problem reported to the service by a member of the group other than the client, wherein the instructions are sent automatically by the service to the client based upon the grouping. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A computer-implemented method comprising:
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communicating operational data corresponding to an operational problem experienced by a client to a service; obtaining support instructions corresponding to the operational problem, wherein the support instructions include identifying information to target the support instructions to the client; and performing actions specified by the support instructions to troubleshoot the operational problem. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15)
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16. A method comprising:
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collecting data regarding a plurality of operational problems from a plurality of clients; producing from the collected data a plurality of support instructions each configured to troubleshoot one or more of the plurality of operational problems; and providing targeted client access to the plurality of support instructions. - View Dependent Claims (17, 18, 19, 20)
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Specification