METHODS AND SYSTEMS FOR TASK-BASED SEARCH MODEL
First Claim
1. A computer-implemented method for managing service requests from a customer by a business entity, said method comprising:
- generating a project folder relating to a first service request received from the customer by the first user;
searching a plurality of information sources using keywords relating to the customer request;
storing working documents responsive to the search request in the project folder that is accessible at a future time by at least one of the first user and a second user associated with the business entity; and
organizing the project folder in a database with meta data to describe the task content such that at least one of the first user and the second user can later locate the working documents during a subsequent search for a second service request similar to the first service request using the project folder.
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Accused Products
Abstract
Methods and systems for a computer-implemented method for managing service requests from a customer by a business entity are provided. The method includes generating a project folder relating to a first service request received from the customer by a first user, searching a plurality of information sources using keywords relating to the customer request, storing working documents responsive to the search request in the project folder that is accessible by at least one of the first user and a second user, and organizing the project folder in a database with meta data to describe the task content such that at least one of the first user and the second user can later locate the working documents during a subsequent search for a second service request similar to the first service request using the project folder such that an amount of time to answer the similar service request is facilitated being reduced.
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Citations
24 Claims
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1. A computer-implemented method for managing service requests from a customer by a business entity, said method comprising:
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generating a project folder relating to a first service request received from the customer by the first user; searching a plurality of information sources using keywords relating to the customer request; storing working documents responsive to the search request in the project folder that is accessible at a future time by at least one of the first user and a second user associated with the business entity; and organizing the project folder in a database with meta data to describe the task content such that at least one of the first user and the second user can later locate the working documents during a subsequent search for a second service request similar to the first service request using the project folder. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A network based system for locating information stored within said system by a business entity in response to a service request by a customer, said system comprising:
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a client system comprising a computer and a user interface; at least one database for storing information; and a server system configured to be coupled to said client system and said database, said server system further configured to; receive a service request from the customer; receive information from said client system, said information including search criteria for initiating a search request of a plurality of document sources on the network for documents relating to the service request; store working documents responsive to the search request in a project folder that is accessible at a future time by at least one of the first user and a second user associated with the business entity; and organize the project folder in a database with meta data to describe the task content such that at least one of the first user and the second user can later locate the working documents during a subsequent search for a second service request similar to the first service request using the project folder. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. A method for managing information search results, said method comprising:
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receiving a first service request by a business entity from a first customer of the business entity; generating a project folder relating to first service request; searching a plurality of information sources using keywords relating to the customer request by a first user of the business entity; storing working documents responsive to the search request in the project folder wherein the working documents include at least one of the search results, links to documents located by the search, links to portions of documents selected by the user from documents located by the search, and notes entered by the first user; receiving a second service request by the business entity from at least one of the first customer and a second customer wherein the second service request is substantially similar to the first service request; and searching the plurality of information sources using the project folder by at least one of the first user and a second user associated with the business entity such that an amount of time to answer the similar service request is facilitated being reduced. - View Dependent Claims (24)
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Specification