METHODS FOR PROVIDING CROSS-VENDOR SUPPORT SERVICES
First Claim
1. A computer-implemented method for product support services, the method comprising:
- receiving, at a services application programming interface (API) of a support center, a first request from a first user for support services of a first product provided by a first client of the support center, wherein the support center provides support services for a plurality of products provided by a plurality of clients;
receiving, at the services API of the support center, a second request from a second user for support services of a second product provided by a second client of the support center;
identifying a first knowledgebase (KB) associated with the first client and a second KB associated with the second client;
identifying a third KB that contains information common to the first product and the second product;
enabling the first KB and the third KB to be accessible by a first agent assigned to provide support services of the first product to the first user without exposing the second KB to the second agent; and
enabling the second KB and the third KB to be accessible by a second agent assigned to provide support services of the second product to the second user without exposing the first KB to the first agent, such that confidential information of the first KB of the first client and the second KB of the second client is not shared across different clients.
1 Assignment
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Accused Products
Abstract
According to one aspect, a first request is received at a services application programming interface (API) of a support center from a first user for a first product provided by a first client. A second request is received at the services API of the support center from a second user for a second product provided by a second client. A first knowledgebase (KB) associated with the first client and a second KB associated with the second client are identified. A third KB that contains information common to the first product and the second product is identified. The first KB and the third KB are enabled to be accessible by a first agent assigned to provide support services of the first product. The second KB and the third KB are enabled to be accessible by a second agent assigned to provide support services of the second product.
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Citations
21 Claims
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1. A computer-implemented method for product support services, the method comprising:
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receiving, at a services application programming interface (API) of a support center, a first request from a first user for support services of a first product provided by a first client of the support center, wherein the support center provides support services for a plurality of products provided by a plurality of clients; receiving, at the services API of the support center, a second request from a second user for support services of a second product provided by a second client of the support center; identifying a first knowledgebase (KB) associated with the first client and a second KB associated with the second client; identifying a third KB that contains information common to the first product and the second product; enabling the first KB and the third KB to be accessible by a first agent assigned to provide support services of the first product to the first user without exposing the second KB to the second agent; and enabling the second KB and the third KB to be accessible by a second agent assigned to provide support services of the second product to the second user without exposing the first KB to the first agent, such that confidential information of the first KB of the first client and the second KB of the second client is not shared across different clients. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A computer-readable storage medium having instructions stored therein, which when executed by a computer, cause the computer to perform a method for product support services, the method comprising:
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receiving, at a services application programming interface (API) of a support center, a first request from a first user for support services of a first product provided by a first client of the support center, wherein the support center provides support services for a plurality of products provided by a plurality of clients; receiving, at the services API of the support center, a second request from a second user for support services of a second product provided by a second client of the support center; identifying a first knowledgebase (KB) associated with the first client and a second KB associated with the second client; identifying a third KB that contains information common to the first product and the second product; enabling the first KB and the third KB to be accessible by a first agent assigned to provide support services of the first product to the first user without exposing the second KB to the second agent; and enabling the second KB and the third KB to be accessible by a second agent assigned to provide support services of the second product to the second user without exposing the first KB to the first agent, such that confidential information of the first KB of the first client and the second KB of the second client is not shared across different clients. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A system for product support services provided by a support center, the system comprising:
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a services application programming interface (API) to receive a first request from a first user for support services of a first product provided by a first client of a support center, the support center providing support services for a plurality of products provided by a plurality of clients, wherein the services API is configured to receive a second request from a second user for support services of a second product provided by a second client of the support center; a knowledge manager coupled to the services API to identify a first knowledgebase (KB) associated with the first client, a second KB associated with the second client, and a third KB that contains information common to the first product and the second product; and an access control module coupled to the knowledge manager to enable the first KB and the third KB to be accessible by a first agent assigned to provide support services of the first product to the first user without exposing the second KB to the second agent and to enable the second KB and the third KB to be accessible by a second agent assigned to provide support services of the second product to the second user without exposing the first KB to the first agent, such that confidential information of the first KB of the first client and the second KB of the second client is not shared across different clients. - View Dependent Claims (16, 17, 18, 19, 20, 21)
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Specification