COLLABORATIVE LINKING OF SUPPORT KNOWLEDGE BASES WITH VISUALIZATION OF DEVICE
First Claim
1. A method for developing a support system comprising:
- generating a virtual representation of a device for display on a user interface;
storing existing links between components of the virtual representation, which represent components of the device, and corresponding cases in a searchable knowledge base stored in computer memory;
providing for a user to navigate the knowledge base in search of a solution to a problem with the device with the assistance of the virtual representation which enables actuation of the existing links and, where a link between a component of the virtual representation and a case in the searchable knowledge base does not exist, providing for the user to create a new link, each new link linking a component of the virtual representation with a case in the knowledge base which the user identifies as providing a solution to the problem with the device which is related to the component; and
storing the new link in computer memory, whereby a user navigating the knowledge base in search of a solution to a problem with a device with the assistance of the virtual representation is able to access the new link.
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Accused Products
Abstract
A system and method which may be implemented at least partly by a computer, are provided for developing a support system. A virtual representation of a device is generated for display on a user interface. Links between components of the virtual representation, which represent components of the device, and corresponding cases in a searchable knowledge base (SKB) are stored. Users can navigate the SKB in search of a solution to a problem with the device with the assistance of the virtual representation which enables actuation of the existing links. The users are able to create new links, each new link linking a component of the virtual representation with a case in the SKB which the user identifies as providing a solution to the problem with the device which is related to the component. The new link is stored for future use by the user or by other users.
31 Citations
22 Claims
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1. A method for developing a support system comprising:
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generating a virtual representation of a device for display on a user interface; storing existing links between components of the virtual representation, which represent components of the device, and corresponding cases in a searchable knowledge base stored in computer memory; providing for a user to navigate the knowledge base in search of a solution to a problem with the device with the assistance of the virtual representation which enables actuation of the existing links and, where a link between a component of the virtual representation and a case in the searchable knowledge base does not exist, providing for the user to create a new link, each new link linking a component of the virtual representation with a case in the knowledge base which the user identifies as providing a solution to the problem with the device which is related to the component; and storing the new link in computer memory, whereby a user navigating the knowledge base in search of a solution to a problem with a device with the assistance of the virtual representation is able to access the new link. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A support system comprising:
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computer memory which stores; a 3D device model for generating a virtual representation of a device for display on a user interface, a links database which stores existing links between components of the virtual representation, which represent components of the device, and corresponding cases in an associated searchable knowledge base, and a linking system which enables a user navigating the knowledge base in search of a solution to a problem with the device with the assistance of the virtual representation to create a new link between a component of the virtual representation and a selected case in the searchable knowledge base where one does not exist, each new link linking a component of the virtual representation with a case in the knowledge base which the user identifies as providing a solution to the problem with the device which is related to the component, the new link being stored in the links database; and a processor in communication with the memory which implements the linking system. - View Dependent Claims (18, 19, 20, 21)
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22. A computer implemented method for creating new links between a device model and a knowledge base comprising:
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causing a virtual representation of a device to be displayed on a user interface; providing actuable links on the virtual representation, each actuable link linking a component of the device model displayed in the virtual representation with at least one case in the knowledge base, when actuated by a user manipulating the user interface, the actuable link causing at least one of the at least one case to be displayed on the user interface; and providing for the user to navigate the knowledge base and create a new link by associating a case in the knowledge base with a component of the virtual representation displayed on the user interface.
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Specification