Dynamic Online Presentation of Solutions Based on Customer Symptoms

• US 20100077008A1
• Filed: 09/05/2008
• Published: 03/25/2010
• Est. Priority Date: 09/05/2008
• Status: Active Grant

• Current Assignee: Dell Products LP (Dell Technologies Inc.)
• Original Assignee: Dell Products LP (Dell Technologies Inc.)
• Inventors: Erway, Eric Jason, Davis, Natalie Malaszenko
• Granted Patent: US 9,075,802 B2
• Time in Patent Office: Days
• US Class Current: 707/797
• CPC Class Codes: G06F 16/93 Document management systems

Abstract

A knowledge management system is disclosed providing the ability to use an issue'"'"'s symptoms as search criteria for potential solutions within a solution network. User, system, and diagnostics information is received by the solution network. Symptoms of the issue are provided, which are then used with the user, system, diagnostics, and additional information to search the solution network for potential solutions.

Claims

1. A computer-implementable method for providing potential solutions within a solution network, comprising:

authoring a potential solution to an issue having an associated symptom;

storing the potential solution in a solution repository;

indexing the potential solution to the associated symptom;

receiving a symptom of an issue; and

searching the solution network based upon the received symptom, the searching including accessing the solution repository.

2. The method of claim 1, further comprising:

providing results of a search, the results comprising a potential solution indexed to the received symptom.

3. The method of claim 1, wherein the received symptom is generated in response to user input.

4. The method of claim 3, wherein the user input is guided by business rules.

5. The method of claim 3, wherein the user input is guided by a wizard.

6. The method of claim 3, wherein the user input comprises a symptom selected from a plurality of symptoms presented to a user.

7. The method of claim 6, wherein the plurality of symptoms are presented in a tree format, the tree format enabling a user to navigate through symptoms one at a time, the tree format enabling a user to pick and choose particular symptoms.

8. The method of claim 3, wherein the user input comprises search words.

9. The method of claim 3, wherein the user input comprises natural language.

10. The method of claim 1, wherein the search comprises a natural language search query.

14. The apparatus of claim 3, wherein the user input is guided by business rules.

11. An apparatus for providing potential solutions within a solution network, comprising:

means for authoring a potential solution to an issue having an associated symptom;

means for storing the potential solution in a solution repository;

means for indexing the potential solution to the associated symptom;

means for receiving a symptom of an issue; and

means for searching the solution network based upon the received symptom, the searching including accessing the solution repository.

12. The apparatus of claim 11, further comprising:

means for providing results of a search, the results comprising a potential solution indexed to the received symptom.

13. The apparatus of claim 11, wherein the received symptom is generated in response to user input.

15. The apparatus of claim 13, wherein the user input is guided by a wizard.

16. The apparatus of claim 13, wherein the user input comprises a symptom selected from a plurality of symptoms presented to a user.

17. The apparatus of claim 16, wherein the plurality of symptoms are presented in a tree format, the tree format enabling a user to navigate through symptoms one at a time, the tree format enabling a user to pick and choose particular symptoms.

18. The apparatus of claim 13, wherein the user input comprises search words.

19. The apparatus of claim 13, wherein the user input comprises natural language.

20. The apparatus of claim 11, wherein the search comprises a natural language search query.

21. A system for providing potential solutions within a solution network, comprising:

a potential solution, the potential solution authored for an issue having an associated symptom;

a solution repository, the potential solution stored in the solution repository;

an potential solution index, the potential solution indexed to the associated symptom;

a received symptom of an issue; and

a search of the solution network, the search based upon the received symptom, the searching including accessing the solution repository.

22. The system of claim 21, further comprising:

results of a search, the results of the search available to be provided and comprising a potential solution indexed to the received symptom.

23. The system of claim 21, wherein the received symptom is generated in response to user input.

24. The system of claim 23, wherein the user input is guided by business rules.

25. The system of claim 23, wherein the user input is guided by a wizard.

26. The system of claim 23, wherein the user input comprises a symptom selected from a plurality of symptoms presented to a user.

27. The system of claim 26, wherein the plurality of symptoms are presented in a tree format, the tree format enabling a user to navigate through symptoms one at a time, the tree format enabling a user to pick and choose particular symptoms.

28. The system of claim 23, wherein the user input comprises search words.

29. The system of claim 23, wherein the user input comprises natural language.

30. The system of claim 21, wherein the search comprises a natural language search query.