System and Method for Providing Support Assistance
First Claim
1. A computer readable medium storing computer readable instructions that, when executed, cause a processor to perform a method comprising:
- receiving a process map associated with a service issue, wherein the process map includes one or more process steps defining a process flow, wherein at least one process step of the one or more process steps includes an interactive feature;
displaying the process map;
receiving user input corresponding to interaction with the at least one process step; and
in response to the user input, activating the interactive feature.
2 Assignments
0 Petitions
Accused Products
Abstract
A system and method for providing support assistance and guidance include the creation of process maps and use of such maps in a service application. Process maps may be created using a creation tool that embeds interactive features in process steps. The interactive features may include the activation of an application, linking of a website and/or the display of an image or document. Process maps may be associated with clients/customers, applications and/or issue categories. Users may use and follow the process map to aid customers in resolving various issues such as technical questions and troubleshooting. Tracking and logging components may be used to track information relating to a case including the interactions of a support personnel and/or information entered. Compliance may also be measured based on, for example, an amount of time spent on various processes. Change management system may also be used to manage changes made to process maps.
30 Citations
20 Claims
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1. A computer readable medium storing computer readable instructions that, when executed, cause a processor to perform a method comprising:
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receiving a process map associated with a service issue, wherein the process map includes one or more process steps defining a process flow, wherein at least one process step of the one or more process steps includes an interactive feature; displaying the process map; receiving user input corresponding to interaction with the at least one process step; and in response to the user input, activating the interactive feature. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A method for generating a process map, the method comprising:
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receiving, at a first application, data corresponding to one or more process steps, wherein the data includes information for defining a graphical representation of each of the one or more process steps; receiving, at the first application, detail information associated with the one or more process steps, wherein the detail information includes a link to a second application different from the first application; embedding the detail information in the one or more process steps; and converting the received data and the received detail information from a first format to a second format. - View Dependent Claims (13, 14, 15, 16)
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17. A computer readable medium storing computer readable instructions that, when executed, cause a processor to perform a method comprising:
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receiving data corresponding to a change in a first process map of a plurality of process maps, the process map defining a process for resolving an issue; determining whether the change impacts a second process map of the plurality of process maps; and in response to determining that the change impacts the second process map, modifying the second process map in accordance with the change in the first process map. - View Dependent Claims (18, 19, 20)
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Specification