SYSTEMS AND METHODS FOR TECHNICAL SUPPORT BASED ON A FLOCK STRUCTURE
First Claim
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1. A method of providing technical support, the method comprising:
- providing for a plurality of technical groups, each group specializing in a technical area and comprised of a plurality of senior and junior members;
receiving a technical issue;
routing the technical issue to a selected technical group based on the technical area of the technical issue; and
generating a solution to the technical issue from the selected technical group.
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Abstract
An embodiment relates generally to a method of providing technical support. The method includes providing for a plurality of technical groups. Each technical group specializes in a technical area and is comprised of a plurality of senior and junior members. The method also includes receiving a technical issue and routing the technical issue to a selected technical group based on the technical area of the technical issue. The method further includes generating a solution to the technical issue from the selected technical group.
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Citations
20 Claims
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1. A method of providing technical support, the method comprising:
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providing for a plurality of technical groups, each group specializing in a technical area and comprised of a plurality of senior and junior members; receiving a technical issue; routing the technical issue to a selected technical group based on the technical area of the technical issue; and generating a solution to the technical issue from the selected technical group. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system for providing technical support, the system comprising:
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a logical router configured to receive requests for technical assistance from a web service and a telephone network; an issue tracker module configured to instantiate a respective ticket for each received request for technical assistance and manage the respective ticket to resolution, wherein the issue tracker issue module is coupled to the logical router; and a plurality of technical groups, each technical group organized based on at least one of a product and a skill, comprising of junior and senior members and is linked to the issue tracker module, wherein the logical router is configured to direct a selected request for assistance to a selected technical group based on a technical assessment of the selected request for assistance. - View Dependent Claims (8, 9, 10, 11, 12, 13)
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14. An apparatus for providing technical support, the apparatus comprising:
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a routing module configured to receive requests for technical assistance from a web site and a telephone network; a case management system configured to instantiate a respective ticket for each received request for technical assistance and manage the respective ticket to resolution, wherein the case management system is coupled to the routing module; and a plurality of groups, each group organized based on at least one of a product and a skill, comprising of junior and senior members and is linked to the case management system, wherein the routing module is configured to direct a selected request for assistance to a selected group based on a technical assessment of the selected request for assistance. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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Specification